Customer Experience Professional

23 hours ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $102,976 - $147,456

About the Role

The Customer Experience Team is focused on delivering seamless and impactful customer experiences through considered policy development and enhancement, product launches, automation, and strategic initiatives.

As a Program Specialist, you will be responsible for analysing customer data, surfacing meaningful insights, and designing experiments to enhance the end-to-end customer journey. You will also be responsible for presenting your findings and strategic recommendations to senior stakeholders, supporting data-informed decision-making across the business.

Main Responsibilities:

  1. Drive and manage CX programs - Oversee the planning, coordination, and execution of customer experience initiatives, ensuring programs are delivered on time, aligned to objectives, and effectively communicated across teams.
  2. Identify opportunities for improvement - Collaborate with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience.
  3. Test and implement solutions - Work cross-functionally to design, test, and implement scalable initiatives that enhance the customer experience.
  4. Leverage data for insight - Confidently query and interpret data at the appropriate level of detail, partnering with analytics experts across the organisation to drive evidence-based improvements.
  5. Engage stakeholders effectively - Act as a strong cross-functional partner by clearly articulating recommendations, trade-offs, and implications of customer experience initiatives.
  6. Own BAU work streams - Own and maintain regular reporting processes (e.g. dashboards, performance tracking), ensuring stakeholders have timely and reliable access to customer experience metrics and trends.

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