Customer Experience Program Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time
Job Description

As a Customer Experience Coordinator, you will be the driving force behind our customer feedback and wellbeing programs. You will work closely with the Customer Experience Manager to coordinate national surveys, track insights, manage escalated complaints, and drive initiatives that enhance the resident journey across Australia.

In this role, you will play a critical part in delivering Levande's customer feedback program, including annual, 'Always On,' and NPS surveys, with clear reporting and follow-up actions. You will monitor results and partner with Sales and Operations to close the loop on feedback and improvement opportunities.

You will oversee the complaints escalation process, including reporting to the Operations Board, and act as subject matter expert and trainer for Salesforce CX. You will support 'red zone' communities with focused action plans to lift customer satisfaction.

You will assist with detractor follow-ups and contribute to continuous improvement of policies and procedures. You will facilitate resident forums, focus groups, and national partnership governance. You will manage and refine the Life@Levande customer journey framework.

Collaborate with external survey providers to ensure quality delivery and ongoing enhancements. Contribute to staff education on customer feedback, complaints management, and system use.

Required Skills and Qualifications
  • Experience in customer experience, operations, marketing, or another services environment.
  • Strong project coordination and organisational skills.
  • Excellent communication and stakeholder engagement, with confidence in presenting and training.
  • Advanced Microsoft Office skills and confidence using tech platforms (e.g. Salesforce, survey tools).
  • A hands-on approach, resilience, and a mindset for continuous improvement.
Benefits

We are a fast-growing, purpose-led business redefining what retirement living can be. Join a team passionate about empowering older Australians, enjoy flexible working, and contribute to projects that make a genuine difference every day.

Others

Join us in shaping the resident experience and turning data into meaningful outcomes. Apply now to take your career to the next level.

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