Customer Experience Transformation Specialist
1 day ago
In this pivotal role, you will drive impactful customer experience initiatives that deliver real value to our customers and the business.
- You will transform customer and frontline insights into actionable solutions that enhance existing products, services, and experiences.
- Foster a strong culture of customer-centricity across all channels and customer groups.
- Champion continuous improvement by focusing on what works and ensuring every initiative contributes to meaningful outcomes for our customers, people, and overall business growth.
Key Responsibilities:
- Support the delivery and optimization of the CX feedback loop strategy across key business functions.
- Collaborate with stakeholders to embed scalable, measurable, and actionable customer feedback mechanisms.
- Monitor and document program impact, contributing to regular CX reporting and dashboards.
- Identify opportunities for program improvements based on feedback, results, or new business needs.
What We're Looking For:
- A proactive team player who is confident in building strong relationships across the business.
- Experience contributing to programs within complex or matrixed organizations.
- Comfortable managing diverse stakeholders with openness and flexibility.
- Strong written and verbal communication skills, as well as the ability to translate data into clear, actionable insights.
Requirements:
- At least 3 years of experience in CX, insights, service design, or marketing environments.
- Exposure to service design principles and understanding of how to engage stakeholders, align training, and incorporate customer insights into operational improvements.
- Experience using customer feedback and insight platforms (e.g. Medallia, Qualtrics, InMoment).
- Ability to work across quantitative and qualitative feedback sources to identify trends and opportunities.
Benefits:
- Join one of the most culturally and linguistically diverse workforces in Australia.
- Deliver on values of Trust, Inclusivity, Empowerment, and Safety.
- Great range of benefits, including focus on work-life balance and career development opportunities.
Workplace Culture:
We believe our business should reflect the diverse communities we operate in. We encourage applications from people of all ages, genders, and backgrounds.
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