Strategic Customer Experience Manager

1 week ago

Canberra, ACT, Australia beBeeCustomerExperience Full time $120,000 - $150,000
Customer Experience Strategist

Our company works with organisations and communities to turn the imaginable into reality. We enable our customers, communities and countries to thrive by shaping their own futures.

Job Description

The Customer Experience Strategist is a pivotal role responsible for orchestrating customer and employee experiences. This role acts as a liaison between customers, business leaders, and internal teams to ensure customer insights are translated into actionable strategies that drive service excellence and business growth.

Key Responsibilities:

  • Develop and implement comprehensive strategies for customer and employee experience, ensuring they contribute to organisational growth and customer satisfaction.
  • Act as a bridge between customers and business leaders to ensure customer perspectives are integrated into business decisions, leading to enhanced product and service delivery.
  • Direct Program of Work, including key initiatives and transformation projects, while focusing on critical success metrics such as service optimisation, cost reduction, and quality improvement.
  • Lead adoption of new processes and technologies, facilitating large-scale digital transformations to enhance operational efficiency and customer satisfaction.
  • Provide executive-level insights to influence strategic decisions and drive service improvements, ensuring alignment with organisational vision and goals.
  • Oversee knowledge management and Shift Left strategies, promoting a culture of knowledge sharing and proactive problem-solving.
  • Engage with senior stakeholders across functions to support rollout of new products, features, and services, ensuring seamless customer and employee experience.

Requirements

We are looking for someone with strong knowledge of business strategy, sales, and customer experience principles in a Service Desk environment. You should have strong business acumen with the ability to deep dive into data to find root cause issues and find solutions that improve the Customer Experience.

Benefits

Our company offers a range of benefits, including social events, chill-out spaces, remote working, flexi-hours, and professional development courses. You'll have the opportunity to learn, develop your career, connect and bring your true self to work.

What We Offer

We operate at the forefront of technology to help our customers explore possibilities and solve their greatest challenges. We're a pretty agile company, and we're keen to respond to changing requirements and evolve in our roles to meet those needs.

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