Transforming Customer Experiences

1 week ago

Brisbane, Queensland, Australia beBeeExperience Full time $140,000 - $170,000
Customer Experience Leader

In this pivotal role, you will be instrumental in shaping the end-to-end Member experience across our diverse touchpoints. As a seasoned Customer Experience Leader, you will bring your expertise to develop and implement a comprehensive strategy that consistently delivers on our brand promise.

About This Opportunity

This is an exceptional chance to make a lasting impact on the lives of millions of Australians by crafting meaningful experiences that drive loyalty, advocacy, and Customer Lifetime Value. You will work closely with cross-functional teams to identify and prioritize critical experience moments, developing initiatives that resonate with Members and drive commercial outcomes.

Key Responsibilities
  • Develop and implement a customer-centric experience strategy aligned with our brand positioning and Member Value Proposition.
  • Collaborate with Customer Insights to capture and analyze Member sentiment, translating findings into actionable recommendations to continually optimize the experience.
  • Lead cross-functional initiatives to eliminate experience inconsistencies and gaps, elevating the overall experience through design thinking and service design approaches.
  • Establish and govern experience standards, principles, and measurement frameworks to ensure brand consistency across all touchpoints.
Requirements

To succeed in this challenging role, you will require:

  • 5 years' experience in customer or Member experience, loyalty, or related commercial functions.
  • Proven success leading cross-functional customer experience transformation initiatives.
  • Strong strategic thinking, balancing short- and long-term impact.
  • Ability to craft compelling narratives that influence internal and external stakeholders.
  • Proficient in PowerPoint and Excel; experience with NPS, CSAT CLV, CES, and conjoint analysis is advantageous.
What We Offer

We are committed to looking after you, offering some of the best benefits and conditions in the industry, including:

  • Heavily discounted air travel for you and your loved ones.
  • Flexible working arrangements.
  • Discounts on travel insurance, car hire, accommodation, and experiences worldwide.
  • Discounted Virgin Australia Lounge Membership.
  • Hospitality, retail, technology, beauty services, and wellness discounts.
  • Wellness support, including the Converge digital wellbeing platform.
  • A comprehensive Employee Assistance Program.

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