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Customer Experience Manager

2 weeks ago

Melbourne, Australia Datacom Full time

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)
As an Experience Manager, you will drive the strategy, design, and implementation of customer experience initiatives for our Customers. This is a hands-on role driven by data while working on the end-to-end drive for change and improvement of the customer experience.
In this role, you will utilise research to provide insights into the current state of customer experience and advise on recommended improvements and changes. You will also be working with senior executives, marketing and multiple business units within Datacom to develop a Customer Experience strategy and design the program for change.

Our offices are based in Melbourne, Canberra and Adelaide - We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best
Please note that to be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline or NV1 security clearance.

What you’ll do

As the Customer Experience Manager, your responsibilities will include, but not be limited to:

- Using your strategy and design experience, you will review and analysing data to see gaps requiring enablement for customer experience initiatives
- Review the current state of customer experience and advise on recommended improvements and changes and driving this change for the customer.
- Working with different business functions to develop a Customer Experience strategy and design a program for change
- Leading customer experience improvement/change programs, including scoping, piloting and implementation
- Driving rollout of new processes and/or technologies across the customer
- Conducting regular reviews of program effectiveness and ensure continuous improvement of the customer experience
- Identifying new opportunities for greater customer engagement and work with cross-functional teams to evaluate and potentially implement these
- Implementing a principle-driven health and safety culture that cares for employees and ensures their safety in line with Datacom policy.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring
- Strong knowledge of business strategy, service design of customer experience principles in a contact centre or Service Desk environment
- Strong business acumen with the ability to deep dive into data to find root cause issues and find solutions that improve the Customer Experience.
- Ability to follow processes and operational policies in selecting methods and techniques for obtaining solutions
- Ability to run executive meetings and presentations internally and externally. You will also need to negotiate with cross-functional teams to deliver on projects that will improve the Customer Experience.
- High-level strategic thinking and problem-solving skills
- Ability to communicate technical concepts and align them with client business goals and objectives
- Ability to work in large, collaborative teams and gain the cooperation of others
- Excellent customer relationship-building and management skills
- Excellent attention to detail

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.