Customer Experience Transformation Lead
3 days ago
Sg Fleet Australia Pty Ltd, a leading financial services company with operations in Australia, the UK, and NZ, is seeking an experienced Team Lead to spearhead its Voice of Customer (VoC) program. As a key member of our team, you will be responsible for building and executing strategies to drive customer experience excellence across our organization.
About the Role- You will manage the VoC function, overseeing day-to-day activities, complaint management processes, and ensuring customer feedback is captured effectively.
- As a leader, you will provide guidance, mentorship, and coaching to your team members, focusing on driving performance, collaboration, and growth.
- You will analyze customer comments, complaints, and feedback from various sources to gain valuable insights into customer needs and preferences.
Key Responsibilities:
- Establish mechanisms to collect customer feedback on interactions with our touchpoints and service centers.
- Detect opportunities for improvement and contribute to enhancing the customer experience by identifying pain points and critical moments across customer journeys.
- Monitor and maintain best practices in complaint handling, adhering to internal policies and procedures, including AFCA responsibilities.
- Stay updated on industry trends, technologies, and best practices in customer service and experience.
- Drive customer experience improvements throughout business-as-usual processes and new projects/initiatives.
Requirements and Qualifications
- A proven track record in team leadership, mentoring, and goal-setting, with experience in managing competing expectations and priorities.
- Experience in setting up and running a VoC function or equivalent across multiple business units.
- Advanced customer data analysis skills to identify trends and generate insightful reporting.
- Knowledge of surveys, EDM, and data analysis tools, including PowerBI.
- Excellent stakeholder management and communication skills, with the ability to inspire teams to deliver at their best.
- Tertiary qualification in Business, Technology, Information Systems, CX/UX Design, or a related discipline.
What We Offer
- An estimated salary of $120,000 - $180,000 per annum, depending on location and experience.
- The opportunity to work for a diverse and inclusive organization that values work-life balance and career development.
- A supportive and dynamic team environment.
- Ongoing education support, including individual learning budgets and access to LinkedIn Learning.
About Us
Sg Fleet Australia Pty Ltd is a leading financial services company specializing in fleet management, vehicle leasing, and salary packaging. With a presence in Australia, the UK, and NZ, we offer a comprehensive range of services to businesses and individuals. Our commitment to customer satisfaction drives us to continuously improve our products and services.
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