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Experience Enhancement Lead

1 week ago

Perth, Western Australia WesTrac Full time
WesTrac Career Opportunity

We are looking for a highly motivated and experienced Experience Enhancement Lead to join our National Marketing and Customer Experience Team at WesTrac. This full-time role will be based in Perth and involves partnering with internal stakeholders to deliver customer experience initiatives.

Responsibilities
  1. Support various departments to deliver customer experience improvements by facilitating workshops, mapping customer journeys, and managing change initiatives.
  2. Ensure customer experience principles are embedded within the business through training, internal awareness programs, and collaboration with departments.
  3. Implement and manage a Voice of Customer program to ensure accurate customer feedback and analysis.
  4. Create reports on loyalty, insights, and identify areas for improvement leading to actionable business outcomes.

Requirements
  • Tertiary qualification in Marketing, Business or similar.
  • Demonstrated experience in a customer experience role.
  • Strong understanding of customer journey mapping and how to analyse feedback.
  • Demonstrated experience in managing customer improvement initiatives.
  • Highly developed analytical and problem-solving skills.
  • Excellent written and verbal communication skills with strong attention-to-detail.
  • Customer focused mindset.