Digital Experience Champion
3 weeks ago
NRI - A Partner for Digital Transformation
We're the trusted partner for businesses seeking to leverage digital solutions. Our expertise spans business strategy, consulting, infrastructure, and managed IT services. With a global reach and local decision-making authority, we deliver transformative digital solutions that drive success.
We empower our team members to achieve customer outcomes, fostering a culture of ownership and professional development. In return, you'll be rewarded with a career-changing experience that includes:
- Unwavering focus on professional growth
- Diverse and challenging project work
- Paid certifications
- Flexible work arrangements
- A committed health and wellbeing plan
- Competitive salary packages
- Corporate partnerships
Additional benefits include:
- Option to work remotely up to 3 months overseas or 6 months interstate (if your role allows)
- Hybrid work arrangements
- Access to WHEREFIT - exclusive discounts to leading fitness and wellbeing brands
- Free confidential access to Employee Assistance Program
- Salary sacrifice and Novated Leases
- Access to Learning and Development opportunities
- 12 weeks paid parental leave
Job Overview
This exciting opportunity has arisen for a Customer Experience Lead within our National Service Desk team in Adelaide CBD. You will champion the customer experience, engage regularly with stakeholders, and manage a team of analysts. Your passion for delivering exceptional customer experiences and thriving in a dynamic environment makes you an ideal candidate.
The role involves:
- Customer experience assurance through collaborative approaches with our Customer Accounts teams
- High-level engagement with Service Desk analysts, fostering a supportive environment through regular one-on-ones and providing guidance and coaching
- Collaborative work with the Service Desk Manager to establish, control, and uphold comprehensive documentation of support procedures and processes
- Supporting the team's KPIs, PDP, and development, as well as the rostering system, accesses, and multiple complex customers, ticket systems, and technologies
Required Skills and Qualifications
To succeed in this role, you'll need:
- A strong background in Customer Service or Service Desk operations underscored by demonstrated leadership experience
- A natural aptitude for nurturing individuals, providing coaching, and managing performance to inspire excellence and enhance team engagement
- Demonstrated skill in fostering positive stakeholder relationships to ensure shared objectives are met
- An energetic approach to work that thrives on positivity, collaboration, and identifying opportunities to improve the customer experience and efficiencies
$120,000 - $150,000 per annum, depending on experience.
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