Client Experience Director

1 day ago

Melbourne, Victoria, Australia beBeeTransformation Full time $133,300 - $158,050
Transform the Client Experience

We're seeking an experienced professional to lead our efforts in transforming the client experience and service delivery. As a Client Experience Transformation Lead, you'll play a crucial role in driving improvements across all touchpoints.

Key Responsibilities:
  • Champion the client voice throughout transformation initiatives, ensuring initiatives are designed and delivered with a deep understanding of client needs, pain points, and expectations.
  • Develop and deliver cross-functional collaboration for business objectives, including leading client-centric initiatives to improve service delivery, satisfaction, and client retention.
  • Provide analysis and development of the end-to-end client journey to drive improvements in service delivery against transformation initiatives.
  • Design and implement enterprise-wide programs to uplift current processes across all client touchpoints.
  • Develop initiatives identified from client satisfaction and loyalty metrics to improve client experience.
Requirements:
  • A tertiary qualification in Business Design, Communications, Marketing, or a related field, or an equivalent combination of relevant experience and training.
  • A passion for delivering outstanding client service.
  • Experience working in a transforming environment and the ability to influence and drive transformation processes.
  • Demonstrated strategic thinking and strong analytic skills with the ability to interpret data.
  • A working knowledge of Contact Centre metrics, customer drivers, and trends impacting customer experience.
Benefits:

We offer genuine work-life balance, with a hybrid work environment that allows you to split your time between home and the office. We recognize and reward high performance and have outstanding employee benefits, including a week of shutdown leave, paid parental leave, extra-long service leave, and ongoing learning and professional development opportunities.

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