Experience Transformation Lead

4 days ago

Sydney, New South Wales, Australia beBeeTransformation Full time $150,000 - $170,000
Job Overview

We're driven to deliver exceptional experiences for our guests, elevating flying from merely convenient to truly unforgettable.

This mission begins with our team members, who embody the authentic spirit we've become renowned for. When they feel empowered to be themselves, they're better equipped to take ownership of their work and go above and beyond to delight our guests.

  • We foster a culture where our team members thrive by embracing our brand values.
  • Our team members are entrusted with the autonomy to drive meaningful change and make a lasting impact on our guests' experiences.

The Experience Transformation Lead role plays a pivotal role in shaping how our brand comes alive across the entire Member Journey. This entails ensuring consistent delivery of our Member Value Proposition while cultivating emotional connections that build loyalty and differentiation.

As the strategic architect of the Member experience, you will translate brand strategy into purposeful, end-to-end interactions that resonate with Members and drive Customer Lifetime Value.

Your Responsibilities:
  • Develop and implement a comprehensive Member experience strategy aligned with brand positioning and the Member Value Proposition.
  • Identify and prioritize critical experience moments and develop initiatives that will influence Member loyalty, advocacy, and Customer Lifetime Value.
  • Establish and govern experience standards, principles, and measurement frameworks to ensure brand consistency across all touchpoints.
  • Define and monitor key Member experience metrics that correlate with commercial outcomes and maintain dashboards that drive organisational accountability.
  • Lead cross-functional initiatives to eliminate experience inconsistencies and gaps and elevate the overall experience.
  • Collaborate with Customer Insights to capture and analyse Member sentiment, translating findings into actionable recommendations to continually optimise the experience.
You'll Thrive in this Role if You:
  • Have 5 years' experience in customer or Member experience, loyalty, or related commercial functions.
  • Have a proven track record of leading cross-functional customer experience transformation initiatives.
  • Have previous experience working in a customer-centric organisation; experience in loyalty, digital, airline, or travel industries is highly desirable.
  • Are skilled in identifying and solving complex problems through design thinking or service design approaches.
  • Are proficient in PowerPoint and Excel; experience with NPS, CSAT CLV, CES, and conjoint analysis is advantageous.
About the Experience:

This is an opportunity to join a dynamic team dedicated to revolutionizing the way we approach Member experience. Our ideal candidate is a seasoned professional with a passion for driving innovation and excellence in customer-centric organisations.

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