Customer Experience Transformation Expert

2 weeks ago

Brisbane, Queensland, Australia beBeeTransformation Full time $80,000 - $100,000
Customer Experience Transformation Specialist

At the forefront of delivering exceptional customer experiences, we're seeking a skilled transformation specialist to lead our clients' CX journeys. As a key player in our team, you'll be responsible for driving strategic initiatives that boost client satisfaction and loyalty.

About the Role:

We're looking for a seasoned expert who can spearhead discovery workshops, design and configure tailored solutions, deliver training, and support integrations with tools like Aircall and other platforms. You'll collaborate closely with sales, project managers, and our wider consulting and development teams to deliver outstanding results for clients across Australia and New Zealand.

Your Key Responsibilities:

  • Lead solution discovery sessions with clients – uncovering CX pain points and translating them into practical solutions.
  • Configure and implement Zendesk products (Support, Guide, Explore, Chat, Talk) tailored to each client's business needs.
  • Design and deliver customer training and handover documentation.
  • Work alongside our delivery team to ensure seamless implementation, testing, and go-live support.
  • Assist with integrations (e.g., Aircall, CRMs, apps) – working with our dev team or recommending off-the-shelf tools.
  • Stay ahead of the curve with Zendesk features, AI capabilities, and CX best practices – advising clients accordingly.
  • Support pre-sales solution design when needed, working with the sales and practice leads to shape the right approach.

You'll Thrive in This Role If:

  • You have proven experience with Zendesk or Service-adjacent CX platforms (e.g., Intercom, Freshdesk, Salesforce Service Cloud).
  • You possess a strong understanding of customer service operations – including workflows, SLAs, automation, reporting, and self-service strategies.
  • You're skilled in problem-solving and solution design, able to gather requirements, map customer journeys, and translate business needs into platform configurations.
  • You have end-to-end CX project experience, from discovery and stakeholder engagement to implementation, testing, and go-live support.
  • You're aware of AI and automation trends in CX, with an interest in helping clients adopt smart, efficient technologies to improve service delivery.
  • You excel at communication and stakeholder management, comfortable facilitating workshops, leading client meetings, translating technical jargon for non-technical audiences, and delivering training to diverse teams.
  • You're organised, self-motivated, and collaborative, with a track record of managing multiple projects and building strong client relationships.

Why Join Our Team?

  • You'll work with top brands in Australia and NZ on meaningful CX transformation projects.
  • You'll be part of a nimble, growing team where your ideas actually influence the way we work.
  • You'll get early access to emerging AI features and help shape how our clients apply them in Zendesk.

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