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CX Program Lead

1 week ago

Melbourne, Victoria, Australia PEXA Full time
Transforming Customer Experience

As a Voice of Customer Manager at PEXA, you'll be responsible for transforming our organisation's approach to customer experience, driving growth, and reducing costs through data-driven insights.

Key Accountabilities
  • Lead the design, development, and implementation of a comprehensive Voice of Customer strategy, aligned with organisational goals.
  • Build and maintain relationships with key stakeholders, ensuring seamless collaboration and effective communication.
  • Develop and deliver regular reports to senior leadership, providing actionable insights and recommendations for business improvement.
Requirements
  • Minimum 5 years' experience in customer-facing roles, with a proven track record of driving business growth and improving customer satisfaction.
  • Strong analytical, problem-solving, and project management skills, with the ability to lead cross-functional teams and collaborate with senior leaders.
  • Experience working with VOC tools, such as InMoment and Kapiche, and proficiency in Microsoft Office Suite.