Customer Experience Optimization Manager

4 days ago

Rhodes, Australia Nestle Operational Services Worldwide SA Full time

Are you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.

Are you a strategic thinker with proven experience in optimizing end to end customer experience? If so we have an exciting opportunity for a Customer Experience Optimization Manager to join our **Nespresso **Customer Care & Services Team, located in Rhodes.

**We are looking for a dynamic Customer Experience Optimization Manager who will...**

Develop and implement a comprehensive customer experience strategy, aligned with the company's goals and values. Utilize data and feedback to identify pain points, opportunities for improvement, and trends affecting the end-to-end customer experience. Create and update customer journey maps to identify key touchpoints, pain points and areas for improvement. Work cross functionally, to align on actions to close pain points, streamline processes to enhance efficiency, reduce customer friction and improve the end-to-end customer experience.

The scope of this role includes Australia and New Zealand, encompassing both Business to Consumer and Business to Business channels.

**Customer Centric Mindset**: Experience creating and updating end to end customer journey maps with a good understanding of how customer needs, preferences, and behaviours drives best in class experience.

**Innovative Thinking**:A creative and innovative mindset for identifying new approaches and technologies that positively impact customer experience.

**Analytical Skills**: Demonstrated experience using data, customer feedback and key indicators to identify trends, opportunities and areas for improvement that create actionable insights.

**Collaboration**:Success in this role requires the ability to work closely with key stakeholders, gather inputs, form alignment on root causes and influence agreement on actions that close gaps and deliver best in class experience.

**Technology Proficiency**: Familiarity with customer journey mapping tools, as well as an understanding of what best in class tools are in the market and experience working with external suppliers to deliver successful integrations.

**How you will be rewarded**

With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.
- Monthly Nespresso credit to be used for our products and staff discounts across the Nespresso range
- Annual bonus incentive program
- Access to additional days of leave to support your health and wellbeing
- Flexible working arrangements and the opportunity to work from home for 50% of your working hours
- Exceptional training and continuous personal Development opportunities
- Quarterly staff recognition through our GreatNes awards

**Please note**: To be considered for this role you must have full working rights within the relevant location.

People are at the heart of our success - all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.

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