Customer Experience Strategist

3 weeks ago

Sydney, New South Wales, Australia TPG Telecom Full time
About TPG Telecom

We're a dynamic company that's bringing together powerful brands to create one united force. With the latest technology and bold thinking, we're connecting our people and communities in exciting ways.

Job Title: Customer Experience StrategistOverview

This role is part of our effort to embed customer experience best practices in product and service development, improvement programs, and associated operational processes. You'll lead a team of Service Designers who will partner cross-functionally to achieve this goal.

Salary

$120,000 - $180,000 per annum, depending on experience.

Responsibilities
  • Enable the design team to develop solutions with a clear focus on return on investment (ROI) and benefits realization, linking solutions back to metrics such as Net Promoter Score (NPS), total NPS (tNPS), and other customer satisfaction metrics.
  • Maintain an equal focus on qualitative and quantitative research, ensuring decisions are evidence-based and quantifiable outcomes are achieved.
  • Develop, champion, and embed a customer experience (CX) framework into various people, processes, and projects.
  • Lead, grow, and support a team of Service Designers.
  • Prioritize a backlog of work for the design team and manage design resource into projects as required.
  • Highlight priority customer needs and pain points and drive buy-in through to the prioritization of improvements by appropriate delivery functions.
  • Come up with workshops and use contemporary tools for efficient documentation of workshop inputs and outputs.
  • Partner with customer insight specialists and create connected environments with those accountable for product and service development or improvement program outcomes, enabling the sharing of relevant data and insights.
  • Conduct customer research and hypothesis testing in partnership with stakeholders.
Requirements
  • At least 3 years of experience leading a Service Design or CX-oriented team.
  • Strong communication and proven facilitation skills across large cross-functional teams.
  • Experience in shaping CX frameworks and design approaches to suit.
  • Experience in coaching CX team members to agree on outcomes and solutions.
  • Experience managing senior stakeholders in a fast-paced environment across multiple projects.
  • Creative problem-solving and analytical skills considering customer, people, process, and system factors.
  • Proven experience of data-driven decision making to achieve targets and key performance indicators (KPIs).
  • Design Thinking or Human-Centered Design (HCD) certified.
  • Experience in an agile or digital transformation environment.
  • Degree qualified in business or marketing.
Benefits
  • A flexible hybrid working arrangement (from home and office).
  • 'Stay Connected Mobile' – access to a free mobile plan.
  • 'Stay Connected NBN' – access to a free NBN 100 plan.
  • 'Your Leave' – an additional 4 days of leave to be used whenever you like – every year.
  • Access to the TPG Learning Hub platform and internal development opportunities.
  • Access to corporate partner discounts.

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