Customer Experience Specialist

6 days ago

Guildford, Australia WesTrac Full time

**Posted Date**:8 Jul 2025

**Location**:Guildford, WA, AU
- Reporting into the Marketing and Communications Manager, the **Customer Experience Specialist** will join our Marketing & Communications Department on a full-time, permanent basis at our South Guildford office.
- This role involves partnering with internal stakeholders to execute the Customer Experience (CX) strategic pillar, implementing activities that ensure consistently great customer experiences across WesTrac.

**Roster**: Monday - Friday, 8.5 hours per day (including meal break)

**What You’ll Do**:

- Partner with internal teams to deliver CX improvements through workshops, journey mapping, and change management.
- Lead CX initiatives including the CX Council, Ambassador Program, and training to embed Experience Principles.
- Coordinate and report to the Customer Experience SteerCo and support the Marketing & Sales Excellence Program.
- Drive Voice of Customer initiatives and report actionable insights across key customer touchpoints.
- Collaborate across departments to support successful execution of the CX strategy.

**Skills & Experience**:

- Tertiary qualification in Business, Marketing, or a related field.
- Previous experience in customer experience and project delivery within complex environments.
- Strong expertise in journey mapping, feedback analysis, and CX improvement initiatives.
- Proficient in data analysis and visualisation tools (e.g., CSAT surveys, Power BI).
- Skilled in workshop facilitation, stakeholder engagement, and SteerCo coordination.
- Excellent communication and collaboration skills with a customer-centric mindset.
- CX or Project Management certification, change management experience, and knowledge of Voice of Customer methodologies and CX trends _(desirable)._

**Our Benefits inclusive of but not limited to**:

- **Financial Benefits** - Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & More than 600 retail discounts such as Coles, Petbarn, Virgin, HOYTS & Crown.
- **Health & Wellness** - Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
- **Culture & Career** - Personal and Team Recognition (Made for More Awards), Internal Career Progression, Training & Upskilling through our award-winning WesTrac Institute.
- **Additional Perks** - Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.

**Our Company & Commitment**
- With over 4,500 employees, WesTrac is one of the world's largest authorised Cat® equipment dealers, offering a wide range of mining and construction equipment and management solutions.

**Reference Number**: 4298

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