Customer Experience Strategist

4 weeks ago

Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time

About Us:

We are a leading provider of fleet management, vehicle leasing, and salary packaging solutions across Australia, the UK, and NZ.

Company Overview:

Sg Fleet Australia Pty Ltd is a financial services company with a total portfolio under management of $2.5 Billion and over 1200 employees.

Award-Winning Culture:

  • We offer industry-leading benefits, including up to four extra days of leave each year (Wellness days), 20 weeks paid parental leave, and discounted mobility products and services.
  • Our employees enjoy flexible work arrangements, career progression opportunities, and education support towards their growth.
  • Plus, we offer two paid volunteer days each year and health and wellbeing support, including an Employee Assistance Program.

The Role:

This is a critical leadership position responsible for building and executing our Voice of Customer (VoC) program.

Key Responsibilities:

  1. Develop and implement strategies to enhance customer experience and satisfaction through the collection and analysis of customer feedback.
  2. Manage the complaint handling process, ensuring best practice is adhered to and maintaining internal policies and procedures.
  3. Collaborate with leaders to drive business improvements based on customer feedback.
  4. Provide excellent leadership and people management to the VoC team, focusing on performance, collaboration, and team members' growth and development.
  5. Draw insights from customer comments, complaints, and feedback to understand customer wants and needs, generating reports for business stakeholders.
  6. Establish mechanisms to gain customer feedback on interactions with our transactional touchpoints and customer service centres.
  7. Identify and report on pain points and moments that matter across customer journeys, contributing to continuous improvement.

Requirements:

  • Proven experience in team leadership, mentoring, and setting goals, driving performance, and coaching to exceed KPIs.
  • Ability to manage competing expectations and priorities while ensuring business strategic initiatives are met.
  • Experience in setting up and running a voice of customer function or equivalent across multiple business units.
  • Advanced customer data analysis skills, identifying trends, and generating insightful reporting using Surveys, EDM, and data analysis tools like PowerBI.
  • Effective stakeholder engagement at all levels, including executive teams, and exceptional influencing skills to inspire teams.
  • Tertiary qualification in Business, Technology, Information systems, CX / UX design, or a related discipline.

What We Offer:

  • An estimated annual salary range of AU$130,000 - AU$160,000 depending on experience.
  • Ongoing professional development and training opportunities.
  • A dynamic, inclusive workplace culture that values diversity and belonging.
  • A comprehensive employee benefits package, including health and wellbeing support.
  • Flexible work arrangements and career progression opportunities.

Apply Now:

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