Lead Customer Experience Strategist

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $120,000

As a pivotal player in shaping retail energy customer journeys, you will develop and enhance experiences across multiple touchpoints. In this key role, you will lead the creation of end-to-end customer journey maps, integrating data from various sources to identify opportunities for improvement.

About This Role

This exciting opportunity is perfect for someone with a strategic mindset, strong analytical skills, and experience in CX or VoC measurement. You will support a customer-centric culture by using Voice of Customer data, research insights, and business metrics to provide actionable recommendations and drive meaningful change across the organization.

Key Responsibilities
  1. Develop and maintain comprehensive customer journey maps, incorporating data from multiple sources to identify opportunities for growth.
  2. Design and implement a robust Voice of Customer program, analyzing data and generating insights to inform strategic decisions.
  3. Collaborate closely with cross-functional teams to deliver key initiatives and improve customer experiences.
  4. Report on and communicate key performance indicators (KPIs) and metrics that measure CX across touchpoints and journeys.
  5. Bring customer experiences to life through compelling storytelling, utilizing a range of data and insights to inform stakeholders and drive business outcomes.
Requirements
  1. Proven experience in customer experience, responsible for designing and operating CX programs.
  2. Proven experience creating and managing a Voice of Customer (VoC) program, analyzing data and generating insights.
  3. Strong understanding of customer journey mapping, customer experience measurement, and CX data analysis.
  4. Good analytical skills, with the ability to interpret quantitative data and generate insights to drive informed decisions.
  5. Strong influencing and stakeholder management skills, including storytelling and presenting to senior leaders.

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