Customer Experience Program Lead

2 weeks ago

Melbourne, Victoria, Australia beBeeProgram Full time $120,000 - $145,000
Job Title

Job Overview

Our organisation is seeking an experienced program manager to lead our customer experience initiatives. The successful candidate will have a proven track record of managing complex programs and a deep understanding of customer experience principles.

The ideal candidate will possess strong project management, stakeholder engagement, influencing/negotiating, and communication skills. They will be able to translate customer experience improvement recommendations and priorities into detailed project requirements and contribute to customer-centric processes.

Key Responsibilities
  • Translate customer experience improvement recommendations and priorities into detailed project requirements.
  • Contribute to customer-centric processes and ensure customer feedback informs project pipeline planning.
  • Coordinate project scoping approved by senior management, evaluate interdependencies, and optimize resource utilization.
  • Establish and maintain scope management, quality standards, and risk assessment throughout the project lifecycle.
  • Drive execution of processes, change management requirements, and roadmap development.
  • Develop, implement, and maintain production timelines across multiple departments in collaboration with Project Leads.
  • Develop and maintain partnerships with third-party resources, including vendors and researchers.
  • Allocate and monitor resources with cross-functional teams to maximise deliverables.
  • Report project outcomes and risks to appropriate management channels and escalate issues as needed.
Qualifications and Requirements
  • 5+ years of senior project lead experience, including leading a Project Governance Function.
  • 5+ years of project management experience across varying scopes, scales, and complexities.
  • Strong attention to detail and ability to meet deadlines.
  • Proven success working with all levels of management.
  • Strong written and verbal communication skills.
About Us

We are a purpose-driven organisation committed to equality and diversity. We value integrity, compassion, respect, and sustainability.

We offer a comprehensive induction program, training and development opportunities, free onsite car parking, and a collaborative team culture.

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