Transformational Service Expert

5 days ago

Melbourne, Victoria, Australia beBeeClientExperience Full time $109,736 - $146,421
Job Description:

We are a forward-thinking law firm that prioritizes exceptional client experiences. Our dedication to our clients drives us to deliver outstanding service and support.


Our commitment to work-life balance includes offering a hybrid work environment, allowing team members to split their time between home and the office. We recognize and reward high performance, provide paid parental leave, extra-long service leave, and ongoing learning opportunities.


As a Client Experience Transformation Lead, you will collaborate with the Head of Client Intake and Support to develop and implement transformation strategies. With an innovative mindset, you will design and implement initiatives that enhance client experiences and services.


Key Responsibilities:

  • You will champion the client voice across all transformation streams, ensuring initiatives are designed and delivered with a deep understanding of client needs, pain points, and expectations.
  • You will lead cross-functional collaboration for business objectives, including but not limited to, client-centric initiatives to improve service delivery, satisfaction, and retention.
  • You will analyze and develop the end-to-end client journey to drive improvements in service delivery against transformation initiatives.
  • You will develop and implement enterprise-wide programs to uplift current processes across all client touchpoints.
  • You will identify initiatives from client satisfaction and loyalty metrics to improve client experience.
  • You will influence a client-centric focus in decision-making regarding transformation, policies, and change.
  • You will collaborate with cross-functional teams, including legal, transformation, technology, and change management, to embed a client-centric approach.

Requirements:

  • A tertiary qualification in Business Design, Communications, Marketing, or Customer Experience/Design Thinking is essential. Relevant experience and training can be considered equivalent.
  • A passion for improving and delivering outstanding client service is crucial.
  • Experience working in a transforming environment and ability to influence and drive transformation processes are necessary.
  • Demonstrated strategic thinking and strong analytical skills with the ability to interpret data are required.
  • An understanding of delivering cross-channel client experiences (phone, email, online) and associated process, system, and culture changes is essential.
  • The ability to lead simultaneous projects, manage conflicting priorities, and manage stakeholder expectations is vital.
  • A working knowledge of Contact Centre metrics, customer drivers, and trends impacting customer experience is necessary.

Benefits:

  • Hybrid work environment
  • Paid parental leave
  • Extra-long service leave
  • Ongoing learning and professional development opportunities

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