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Customer Experience Manager
2 months ago
We are seeking a highly skilled Customer Experience Manager to join our team at Northcott. As a key member of our organization, you will be responsible for developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.
Key Responsibilities- Customer Feedback and Insights: Develop, distribute, and analyze customer feedback, surveys, and data to identify customer pain points and opportunities for improvement.
- Customer Journey Mapping: Collaborate with cross-functional teams to design and implement customer service standards and guidelines that ensure consistent and exceptional service delivery.
- Training and Development: Train and educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
- Research and Partnerships: Identify, create, drive, and implement formal research opportunities that enable Northcott to fulfill its mission and purpose and position us as leaders in the disability sector.
- Lived Experience: You have lived experience with disability and a strong commitment to the rights of people with a disability.
- Leadership Experience: You have leadership experience in a human services field and a proven track record of developing new opportunities, partnerships, and relationships.
- Skills and Qualifications: You possess outstanding time management and attention to detail, conceptual planning, analytical, reporting, and assessment skills. You also have proven people management, interpersonal, negotiation, and influencing skills.
- Education and Certifications: You hold tertiary qualifications in education, social sciences, health, research, or other relevant professional fields.
We are a leading disability services provider in NSW, QLD, and the ACT, providing services and support for people with disability and their families and carers. Northcott actively promotes diversity and inclusion in the recruitment process and throughout employment.
