Transforming Customer Experiences

1 week ago

Brisbane, Queensland, Australia beBeeCustomerExperience Full time $110,000 - $137,000
Customer Experience Manager">

The role of the Customer Experience Manager is to lead a small but well-established CX design team, known for taking on complex initiatives. The team brings structure and direction to ambiguous projects, working closely with colleagues in various departments.

This position involves optimizing customer product and service delivery journeys and delivering other key initiatives important to the customer office. You will help shape customer strategy, design new propositions, visualize journeys, and contribute to the development of personas and insight-driven decision-making.

You will also represent the CX team and the customer in bank-wide initiatives and cross-functional teams. Your responsibilities will include using HCD techniques to identify member pain and gain points, deriving design principles, and grounding sales and service improvement opportunities in facts.

In addition, you will develop business growth ideas for new customer propositions from insights, prove them out through prototyping and customer testing, and produce artefacts such as Journey Maps and Service Design blueprints.

Finally, you will work with Product, Marketing, Digital or process delivery teams to sharpen ideas and come to a common vision of future-state experience.

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