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Customer Experience Director

2 weeks ago

Sydney, New South Wales, Australia Essity Full time

About the Role:

As a key member of our team, you will be responsible for shaping and implementing strategies to deliver exceptional customer experiences across all touchpoints. This involves analyzing customer feedback, identifying areas for improvement, and developing targeted initiatives to enhance service delivery.

The ideal candidate will possess strong leadership skills, with the ability to coach and develop their team members. They will also be tech-savvy, with experience in using AI and automation tools to drive efficiency and innovation.

This role requires a customer-first mindset, with a passion for delivering personalized, empathetic interactions. You will champion a collaborative approach, fostering cross-functional relationships to drive business outcomes.

  1. Promote a customer-centric culture, ensuring feedback drives business decisions.
  2. Map and enhance the customer journey by identifying key touchpoints.
  3. Develop and implement strategic customer experience initiatives.
  4. Manage projects to ensure timely, cost-effective delivery.
  5. Empower employees with tools and training to elevate service.
  6. Foster collaboration and innovation to drive customer-centric solutions.
  7. Leverage technology and data analytics for personalized experiences.
  8. Monitor and refine strategies using customer insights and industry trends.