Customer Experience Director

4 weeks ago

Melbourne, Victoria, Australia Kinetic Full time

Customer Experience Manager

We are seeking a skilled Customer Experience Manager to lead proactive initiatives that improve customer satisfaction and drive continuous improvement across our services.

Key Responsibilities:

  • Develop and implement customer strategies, tools, and frameworks informed by insights, data analytics, and market trends.
  • Proactively identify customer challenges and collaborate with stakeholders to design effective solutions.
  • Lead community engagement initiatives to strengthen relationships and gather valuable customer feedback.
  • Project manage CX initiatives to ensure alignment with Kinetic's strategic priorities and goals.
  • Create and distribute communication packs to stakeholders for smooth execution of CX strategies.
  • Measure and report on the success of CX initiatives, leveraging data for continuous improvement.
  • Work with operational teams to identify pain points in the customer journey and drive operational enhancements.
  • Advocate for a customer-first mindset across all levels of the organisation.

Requirements:

  • Deep understanding of customer experience methodologies and best practices.
  • Strong research and data analysis skills, with the ability to leverage insights for decision-making.
  • Experience in agile methodologies and optimising CX strategies.
  • Proven stakeholder management skills, with the ability to influence and build relationships at all levels.
  • Exceptional project management skills, including facilitation and presentation abilities.
  • Demonstrated experience in strategic planning and change management focused on impactful CX initiatives.
  • Self-motivated and enthusiastic about improving the customer experience in a dynamic environment.
  • Proficient in MS Office, Adobe Suite, survey analysis, and journey mapping tools.

About Us:

Kinetic is a forward-thinking organisation dedicated to enhancing customer experiences and making a positive impact. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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