Customer Experience

Our Purpose is the reason we exist, and at Aruma that is: Supporting people to live a great life, the life they want, the life they choose. Aruma is also BRAVE. That’s what makes us a trailblazer. Being part of our team means you need to meet our BRAVE behaviours.

**Your opportunity**

Reporting to the GM Customer, Customer Experience & Strategy we have a challenging opportunity for an exceptional strategist to be our **CX and Solutions Lead Manager**.

In this role, you will lead the customer experience work to develop a complete qualitative and quantitative (where appropriate) understanding of our customers’ journey and needs (including onboarding, service delivery, retention and loyalty) and to identify those moments of truth that make a real difference.

**_ A day in the life of a CX and Solutions Lead Manager _**
- Work with the service lines to design and define the superior customer experience that is desired and to embed this into business practice, establishing approaches to customer segmentation to drive product development, engagement, marketing and service delivery.
- Champion the delivery of outstanding customer service from initial contact and enquiry through leadership and influence, measuring the effectiveness of the CX program through research and analytics including for example, voice of the customer, NPS, satisfaction and loyalty measures.
- Advise and guide the development of in-house human centred design capability and projects including the design of digital experiences, undertaking product and service development in collaboration with service delivery teams.
- Coordinate the dissemination of customer experience design capability through the service lines to support enhanced outcomes, undertake and coordinate investigation of the range of customer touchpoints and the customer experience at each of these points.
- Research, develop and implement design projects that support and enhance customer experience and provide expert advice on global and sector specific trends on customer centric processes and approaches.
- Design and implement strategies to enhance customer experience at key service points and ensure their integration into the procedures and systems applied in each customer interaction whilst contributing to the shared sense of direction and a culture of performance, accountability and service across a team of professionals.

**Sound like you?**
- Have 7 plus years in a customer strategy or customer marketing role (or other relevant field) or a senior CX / service design role with leadership responsibilities with a detailed understanding of CX/UX in human services environments.
- Have demonstrated experience with design thinking, principles and methodologies and ability to plan and facilitate design thinking workshops and drive a customer insight approach for the creation of new products and services.
- Have a customer experience design expertise including synthesising large amounts of date to produce storyboards, prototypes, customer journeys and service journey blueprints whilst proactively identifying trends and able to adapt to rapidly changing environments.
- Experience with design thinking, principles and methodologies and ability to plan and facilitate design thinking workshops and drive a customer insight approach for the creation of new products and services.
- Well-developed computer skills - MS Word, MS Excel, Power Point; SharePoint, Office 365, including the capacity to learn new systems.

**What we offer**
- We offer the benefits of flexibility, ongoing supervision and professional development opportunities.
- As a charitable organisation, our staff benefit from some Fringe Benefit Tax exemptions through salary packaging up to $15,900 p.a + $2,650 p.a on top for entertainment.
- We offer employees and their immediate family members access to a confidential, impartial, and professional counselling service
- Employees of Aruma can access exclusive discounts, savings and advantages through our Membership with Church Resources (CR) such as Apple products.

Ongoing discounted health insurance with Bupa and Medibank & more.

**About us**

We might have a new name, but we’re not the new kids on the block. You once knew us as House with No Steps and The Tipping Foundation - two great organisations, with over 100 years of combined experience, who came together in 2018.

Yes, we’re a disability service provider, but we’re also so much more.

We’re the trusted partner of over 5000 people with a disability throughout the east coast of Australia.

Aruma is leading the new age, the new world of disability support - the NDIS world.

Aruma puts our customers first. And to do this we need you - staff who are brave, bold, and who dare to think differently.

When you’re part of the Aruma team, you’re not just supporting people. You’re pioneering new paths, challenging assumptions, daring to think differently, and telling society to raise its bar higher.