Customer Experience Manager

3 days ago

Sydney, Australia Sportsbet Full time

**Overview**

This role is an enablement role that sits within the CX team of the Customer Operations function and will help drive the measurement, initiatives, events & continuous improvements relating to customer experience.

**About us**

Sportsbet's purpose is to bring excitement to life for its customers and we do this by over-delivering on excitement through serious fun, disrupting the status quo and living our values. We’re a flexible, progressive, open-minded, and inclusive employer with over 7,000 cool, clever and curious people around the world. As part of the Flutter Group, we’re a global player, but in Melbourne, Sydney and Darwin we’re tight knit, with 1,000 of us bringing excitement to life every day.

Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools

**About the role**

Reporting into the Head of CX, the successful applicant will be responsible for developing the customer journey roadmap aimed at improving Customer Operations and Customer Experience by driving efficiency and innovation in how we service our customers.

Key responsibilities include:

- Project managing and executing initiatives aimed at improving customer experience within Customer Operations from ideation to delivery and ultimately benefits realisation, in close collaboration with Technology delivery teams
- Measure & identify opportunities to uplift CX within customer operations and connect across the business to drive wider CX performance
- Regularly required to conduct impact analysis of changes that may impact technology supporting Customer Operations and influence multiple levels of stakeholders both internal and external to ensure customer and commercial outcomes for Customer Operations are met.
- Design, deliver & maintain customer journeys within Customer Operations to provide greater awareness of CX, customer pain points and drive positive customer outcomes

**About You**

We’re looking for someone with a pro-active, problem solver attitude who is flexible to work across different teams:

- Experience in Senior Business Analysis, Project Management, Product Management or similar role (eg. experience in an Operational/ Contact centre environment will be highly regarded)
- Demonstrated ability to drive commercial and customer focused outcomes
- Highly focused on improving both the Customer and Employee experience with a team orientated approach
- Ability to challenge entrenched processes and opinions whilst maintaining rapport and seeking to engage stakeholders in new thinking.

**The Perks**

We work hard and play hard, so along with a very competitive salary and generous performance-based bonus, we will also provide you with:

- 25 days annual leave (a whole extra week of holidays)
- Genuine flexible working and remote working policy with an $850 work from home office allowance
- Discounted gym memberships, free breakfast and loads of event and conference tickets and many more
- Access to Headspace App and an employee assist program
- Best in class Parental Leave program with six months paid leave for Primary Carers and Circle In membership
- Free merch including t-shirts, SB branded coffee keep cups (Frank Green might we add) and much more
- Tailored career development programs, as well as a commitment to developing Thought Leader and Specialist Talent programs

We’re a flexible, progressive, open-minded, and inclusive employer who welcomes you for who you are, as you are

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