Customer Experience

2 weeks ago

Brisbane, Australia Frazer Tremble Executive Full time

Remote or Hybrid (Must be based in Australia)
- Permanent Role + Salary Packaging + Benefits
- Lead CX Strategy and Insights at an Enterprise Level

**About the company**

Join an extraordinary NFP that is a trusted partner of over 5000 people with a disability throughout Australia. More than a disability service provider, their purpose is to support people to live a great life, the life they want, the life they choose.

**About the role**

Reporting to the GM of Customer Experience, this national role partners with senior executives to drive, support and improve customers' and their families' engagement and experiences.

As Customer Experience & Insights Manager, you will lead a team of three responsible for understanding and optimising customer journeys (including onboarding, service delivery, retention and loyalty) and identifying those moments of truth that make a real difference.

**A day in the life**
- Design and implement strategies to enhance customer experience at key service points and ensure their integration into the procedures and systems applied in each customer interaction
- Champion the delivery of outstanding customer experience from initial contact and enquiry, measuring the effectiveness of the CX program through research and analytics, including the voice of the customer, NPS, satisfaction and loyalty measures.
- Works cross enterprise to develop learning initiatives that embed a customer-centric culture and skillset.
- Identify opportunities for enhanced customer experience and delivery through digital and technology solutions.
- Align CX projects, initiatives and priorities to organisational objectives and outcomes.
- Establish sophisticated and comprehensive data analytics and insight methodologies.
- Motivates, encourages and inspires the development of a strong, efficient and effective professional team with a clear focus on delivering outcomes and continuous improvement

**Skills & Experience**
- Experience in Customer Strategy, Marketing, Senior CX or Service Design (or other relevant fields) with leadership responsibilities.
- Have a Customer Experience design expertise, including synthesising large amounts of data to produce storyboards, prototypes, customer journeys and service journey blueprints whilst proactively identifying trends and adapting to rapidly changing environments.
- Have demonstrated experience with design thinking, principles and methodologies and the ability to plan and facilitate design thinking workshops to drive a customer insight approach for creating new products and services.
- Innovative mindset with the ability to identify creative solutions to streamline processes.

**Benefits**
- Flexibility, ongoing supervision and professional development opportunities.
- Salary packaging up to $15,900 p.a + up to $2,650 p.a on meal & entertainment.
- Exclusive discounts and savings (such as health insurance and Apple products)

**How to Apply**

**Laura Frazer **on 0432 605 199 for a confidential discussion.
- We know our client's strength comes from their people's diversity, so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it's not a one size fits all approach, so we'd be happy to talk about and consider your specific needs._

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