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Enhance Customer Experience

2 weeks ago

Sydney, New South Wales, Australia beBeeExperience Full time $80,000 - $90,000
Customer Experience Specialist

Job Summary:

A highly skilled Customer Experience Specialist is required to join our team. This individual will be responsible for driving and managing customer experience initiatives, identifying opportunities for improvement, and implementing solutions that enhance the end-to-end customer journey.

This role involves analysing customer data, presenting findings, and designing experiments to improve customer satisfaction. The ideal candidate will have a passion for data and customer insights, with advanced analytics skills or SQL experience.

The successful candidate will work closely with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience. They will also collaborate with cross-functional teams to design, test, and implement scalable initiatives that enhance the customer experience.

Key Responsibilities:

  • Drive and manage customer experience initiatives – Oversee the planning, coordination, and execution of CX programs, ensuring they are delivered on time, aligned to objectives, and effectively communicated across teams.
  • Identify opportunities for improvement – Collaborate with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience.
  • Test and implement solutions – Work cross-functionally to design, test, and implement scalable initiatives that enhance the customer experience.
  • Leverage data for insight – Confidently query and interpret data at the appropriate level of detail, partnering with analytics experts to drive evidence-based improvements.
  • Engage stakeholders effectively – Act as a strong cross-functional partner by clearly articulating recommendations, trade-offs, and implications of CX initiatives.
  • Own BAU work streams – Own and maintain regular reporting processes (e.g. dashboards, performance tracking), ensuring stakeholders have timely and reliable access to customer experience metrics and trends.

Required Skills and Qualifications:

  • Advanced analytics skills or SQL experience
  • Strong communication and stakeholder management skills
  • Comfort with ambiguity and vague problem solving
  • Curiosity, a growth mindset and willingness to learn in a fast-paced environment

What You'll Bring:

  • A true passion for data
  • Consulting or in-house strategy / data & analytics experience