Customer Experience Transformation Lead

3 weeks ago


Perth, Western Australia ABN Group Full time

About Us

ABN Group has been a driving force in the building, property, and finance industries for over 45 years. We make homeownership a reality for thousands across Australia by delivering quality homes, including first homes, apartments, units, and luxury homes. Our financial solutions have helped over 40,000 people achieve their dreams.

We're a dynamic and collaborative culture with engaged leadership, teams driven to improve, and space for you to thrive. The passion, contribution, and care of our employees and subcontractors are crucial to our growth as one of Australia's largest building groups.

The Role

You will report to the Customer Experience Manager - Construction and play a pivotal role in maintaining consistency, quality, and accuracy in our documentation process. Key responsibilities include:

  • Leading the Construction CX team to deliver an exceptional customer experience
  • Reviewing and evaluating procedures to drive continuous improvement
  • Providing guidance, training, and development to the team to meet our customer experience standards
  • Managing and collating reporting and tracking of team KPIs
  • Effectively implementing new procedures, facilitating weekly meetings, and collaborating with stakeholders
  • Promoting NPS and considering the customer journey in decision-making
  • Supporting the Customer Experience Manager – Construction and contributing to overall strategy

This position requires someone with a mindset focused on continuous improvement and the ability to influence and deliver ABN's commitment to a positive customer experience.

Salary: $120,000 - $150,000 per annum based on your experience and qualifications.

You will also possess the following skills and experiences:

  • Leadership capabilities with the ability to motivate, manage, and provide clear direction
  • A customer-centric mindset and a passion for providing excellent customer experiences
  • Exceptional communication skills with the ability to clearly articulate to various audiences
  • Demonstrated ability to build and maintain strong working relationships
  • Time management, prioritization, and organizational skills
  • Ability to effectively problem-solve and influence optimal outcomes

Why ABN?

We offer a community that values innovation, passion, and excellence. Our employee benefits include:

  • In-House Discounts: Exclusive discounts to enjoy
  • Flexibility: Work arrangements tailored to support your work-life balance
  • Career Growth: Opportunities to elevate your career within a thriving organization
  • Wellness Focus: Dedicated programs to nurture your well-being
  • Health Coverage: Access discounted private health insurance
  • Parental Leave: Paid leave for both primary and non-primary carers

If who we are resonates with you and you think you have what is required to fill this exciting role, then please submit your resume today.



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