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Customer Experience Advisor

2 weeks ago

Canberra, Australia Downer Group Full time

**Your Role**:
The purpose of this role is to drive customer-centric initiatives within Downer Group and ensure effective implementation of the Customer Experience (CX) framework. The Customer Experience Advisor will work collaboratively with business units, leveraging the existing framework, and championing the benefits of CX across the organisation. The role focuses on understanding business needs, enhancing the Voice of Customer system, and delivering high-quality customer insights. Additionally, the Customer Experience Advisor will generate reports and provide valuable insights to internal stakeholders, informing account strategies, relationship management, and tender submissions.

**Key Objectives**:

- Collaborate with business units, utilising the existing CX framework, to ensure a deep understanding of their needs and effectively communicate the benefits of CX.
- Enhance the Voice of Customer system by developing and expanding its capabilities and ensuring the quality and accuracy of customer data.
- Generate reports and provide valuable insights to internal stakeholders, supporting their account strategies, relationship management, and tender submissions.
- Drive continuous improvement in customer experience by analysing feedback and identifying opportunities to enhance service delivery and exceed customer expectations.

These objectives aim to strengthen customer relationships, optimise business unit performance, and drive overall business success through a customer-centric approach.

**About You**:

- Tertiary Qualification in Management, Commerce, Strategy, or a related discipline.
- 2-5 years’ experience in customer experience design, organisational change and strategy
- Experience influencing people without authority.
- Demonstratable Customer Experience skills and knowledge including experience design and ideation
- Previous experience in using a Voice of Customer system
- Exceptional organisation and programme management skills
- Excellent communicator - both written and verbal