Program Specialist

4 days ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $95,000 - $115,000
About the Role

This is a Program Specialist, Customer Experience position based in Sydney. The Customer Experience Team is dedicated to delivering seamless and impactful customer experiences through considered policy development and enhancement, product launches, automation, and strategic initiatives.

Key Responsibilities
  • 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.
  • Identify opportunities for improvement: Collaborate with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience.
  • Test and implement solutions: Work cross-functionally to design, test, and implement scalable initiatives that enhance the customer experience.
  • 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.
  • Engage stakeholders effectively: Act as a strong cross-functional partner by clearly articulating recommendations, trade-offs, and implications of customer experience initiatives.
  • 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.
The Experience You'll Bring
  • Consulting or in-house strategy/data & analytics experience
  • A true passion for data as advanced analytics skills or SQL are required
  • Strong communication and stakeholder management skills
  • Comfort with ambiguity and vague problem solving
  • Curiosity, a growth mindset and willingness to learn in a fast-paced environment

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