Customer Experience Design Lead

3 days ago

Sydney, New South Wales, Australia Infosys Singapore & Australia Full time

Infosys Consulting is the management consulting arm of the global technology company, Infosys Limited. With operations in 18 countries across Asia Pacific and Europe, we have been on a remarkable growth journey, and our Australia office is no exception.

We are looking for an exceptional CX Design Lead to join our team. In this role, you will be responsible for developing and executing strategies to elevate the overall customer experience across all touchpoints. This position combines elements of CX and Marketing Operations.

Your key responsibilities will include:

  • Designing and implementing customer experience strategies across multiple channels, including web, mobile, social media, email, and in-person interactions.
  • Conducting research to understand customer needs, preferences, and behaviors, and translating them into actionable insights.
  • Collaborating with various stakeholders, such as product teams, marketing teams, customer services, and IT, to develop and execute CX and marketing initiatives.
  • Developing personas and journey maps to inform customer experience and product design, support marketing initiatives, and drive technology solutions.
  • Analyzing customer feedback, sentiment, and behavioral data to identify opportunities for improvement and drive customer-centric decision-making.
  • Establishing and tracking customer experience and marketing KPIs and metrics to measure initiative effectiveness and drive continuous improvement.
  • Staying up-to-date on emerging customer experiences, marketing strategies, and technologies by monitoring industry trends and best practices.

To excel in this role, you should have:

  • A Bachelor's degree in Marketing, Communications, Business Administration, or a related field.
  • A minimum of 3 years of experience in customer experience and marketing.
  • Demonstrated expertise in developing and executing customer experience and marketing plans.
  • Strong analytical skills, with the ability to analyze complex data and identify patterns and insights.
  • Excellent verbal and written communication skills, with the ability to present insights to diverse stakeholders.
  • Familiarity with customer experience design tools, including customer personas, journey maps, and service blueprints.
  • Familiarity with customer experience measurement tools and metrics, such as NPS, CSAT, and CES.
  • Understanding of marketing operations, marketing technologies, and performance measures.

Estimated salary: $85,000 - $110,000 per year (dependent on location and experience). We welcome applications from all members of society, irrespective of age, sex, disability, sexual orientation, race, religion, or belief. Our inclusive environment and commitment to diversity make us an ideal workplace for those seeking to grow professionally and personally.

In return for your expertise, we offer:

  • A globally connected culture that fosters collaboration and knowledge sharing.
  • A dynamic work environment that supports your professional growth and development.
  • Ongoing training and mentorship programs tailored to your career aspirations.
  • The opportunity to work with diverse clients and projects, enhancing your skill set and expertise.
  • A comprehensive benefits package designed to support your physical, mental, and financial well-being.

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