Customer Experience Strategist

4 days ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $120,000 - $160,000
Job Title: Customer Experience Strategist Description: We are seeking a skilled Customer Experience Strategist to lead our customer insights team. As a key member of our organization, you will be responsible for developing and implementing strategies to improve customer satisfaction and loyalty. Key Responsibilities:
  • Manage existing research platforms and execute the roadmap for their development.
  • Optimize internal survey and external data flow to create a connected system of feedback, identify themes, and improve actionability of customer insights.
  • Execute the configuration of customer feedback systems (VoC, syndicated research - including NPS, brand trackers).
  • Manage delivery of future state requirements from external benchmarking surveys including communication of insights, delivery of data and building operational CX benchmarking.
  • Maintain and continuously improve the delivery of first level insights - themes, pain points and performance to meet internal business requirement across all platforms so that root cause can be identified faster - triangulating insights generation across voice of customer, customer community and syndicated research.
  • Determine customer journeys and pathways and appropriate solutions for their measurement across external and internal data/survey sources.
  • Maintain and support existing CX insights platform data/technology builds and the CX system around customer journeys ensuring consistent adoption of a taxonomy between internal and external data sources.
  • Rationalize feedback sources, survey numbers and design across internal and external surveys.
  • Introduce new capability to improve generation and delivery of insights to meet business requirements.
  • Ensure platforms are set up to support inner loop through high velocity customer feedback and zero touch insights including post interaction surveys and other sources of market benchmarking.
  • Manage supplier portfolio/budgets across all sources of customer feedback, syndicated research and analytical platform capability covering customer experience, market and brand tracking surveys and ensure data flow.
  • Manage stakeholder relationships and customer insights platform risk e.g. market trackers, VoC.
  • Identify opportunity to develop and utilise the customer community and other platforms to 'test and learn' from customer feedback.
  • Manage team and drive engagement including assigning accountabilities for stakeholder and supplier management relating to platforms.
Requirements:
  • Degree in Relevant field
  • Demonstrated experience (10+ years) in leading multi stakeholder customer data/feedback systems.
  • Experience using and implementing customer feedback platforms and software (VoC; external trackers) and managing change relating to these platforms.
  • Experience and knowledge of existing and emerging customer feedback platforms/approaches
  • Experience with complex data environment including aligning of insights platforms, business requirements for insights to data and technology systems.
  • Experiencing managing, leading and improving Voice of Customer and External research platforms.
  • Experience with customer value measurement frameworks and relevant sources of data to inform and measure performance of customer journeys and experiences.
  • Strong risk and project governance skills.
Capabilities:
  • Innovative, strategic thinking; hands on to ensure things get done; experimental and looking to learn and share thought leadership.
  • Strong customer focus, strategic mindset and 'outside in' thinking.
  • Strong interpersonal skills and a demonstrated ability to effectively resolve conflict.
  • Good experience with quantitative and qualitative research techniques and analysis thereof.
  • Proficiency in statistical analysis, data analysis and database query languages
  • High quality written and verbal communication skills.
  • Demonstrates and fosters a sense of urgency, ownership, and strong commitment to achieving goals and organisational success.

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