Customer Experience Strategist

2 days ago

Newcastle, New South Wales, Australia beBeeCustomer Full time $132,740 - $149,961
Customer Insight Manager

We are seeking a talented and experienced Customer Insight Manager to champion a customer-centric culture that prioritises people and community.

This role involves more than just metrics; it's about making a meaningful impact by ensuring our services reflect the needs and experiences of those we serve. As part of our organisation, our focus is on empowering our community rather than maximising profits or satisfying stakeholders.

You will lead the expansion and delivery of our Voice of Customer (VOC) program, using customer and performance data to generate insights that inform strategic decisions and drive service improvements. This requires collaboration with teams across the organisation to embed customer feedback into everyday practice and mature our VOC practice.

As a supportive and experienced team leader, you will value collaboration, innovation, and continuous learning. Our flexible work arrangements enable employees to balance their work and personal life, allowing them to enjoy the city they help shape.

Through your work, you'll gain a behind-the-scenes perspective on our city's evolution as you contribute to shaping its future as a liveable and inclusive place. If you believe in the power of listening, value evidence-based decision making, and want to create services that truly benefit the community, this could be an exceptional career opportunity.

As a member of our team, you won't just work for the city – you'll co-create it.

Life at Our Organisation

You'll have the chance to work alongside brilliant colleagues who care for one another and the region. Together, you'll chip away at ambitious plans, shaping the fabric of our community. Every day offers the chance to think big and act local, planning and prioritising to achieve the most important outcomes with the community.

We're focused on inclusion and respecting diversity, which helps you feel a deeper connection with others. You'll connect with internal communities that reflect the diversity of our growing region, doing meaningful work while working sustainably.

Responsibilities

  • Lead our customer insight strategy and champion a customer-centric culture.
  • Expand and deliver our Voice of Customer (VOC) program, using customer and performance data to inform strategic decisions and drive service improvements.
  • Embed customer feedback into everyday practice and mature our VOC practice, ensuring consistent, high-quality service experiences for both internal and external customers.
  • Lead a supportive and experienced team that values collaboration, innovation, and continuous learning.
Benefits and Working Arrangements
  • A 35-hour working week with flexible/hybrid work arrangements and an optional 9-day fortnight.
  • Four weeks of annual leave, three weeks of personal leave, plus two additional paid public holidays.
  • An annual leave loading payment of 17.5%.
  • Paid parental leave for primary carers.
  • Industry-leading employment conditions.
  • Career development opportunities, including annual performance development plans and ongoing training and development initiatives.

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