Customer Experience Lead

1 week ago

Mascot, Australia BlueScope Full time

BlueScope is an Australian-born global success story spanning 15 countries. Our team of over 16,500 people is our strength and we want our people to be safe, successful and well. We’re leaders and innovators in transforming steel into smart products and solutions that support society, today and in the future. We’re proud of brands, like COLORBOND ® steel that inspire and protect everything from hospitals to bridges and stadiums.

BlueScope Building Components is looking for a **Customer Experience Lead**to join the **Building Components team**based in Mascot NSW. BlueScope Building Components, a division of BlueScope in Australia, manufactures and markets steel building products, solutions and services through its four leading brands: Lysaght, Fielders, Ranbuild and Kiteleys.

**What Will You Do?**

Manage the business relationship between Lysaght/Fielders and their customers with a view to optimise and continually improve BBC’s customer experience. You will develop, implement, and continually improve a combination of polices, processes and strategies to unify BBC’s customer interactions and provide a means to measure and track Customer Information.

Your duties will include:

- Data Management: Collect, organise and analyse customer data from various sources (surveys, social media, support tickets, etc.) to identify trends and patterns
- Customer Feedback Management: Collect and analyse customer feedback through surveys and other methods, identifying areas for improvement and sharing insights with relevant teams to drive positive change
- Tool and System Administration: Manage and maintain our VOC platform, engage in ongoing configuration and customisation of the platform, and troubleshoot technical issues related to customer experience tools
- Reporting and Analytics: Generating regular reports on key customer metrics (e.g., customer satisfaction, Net Promoter Score). Analyzing customer data to identify opportunities for improvement and sharing insights with the CX team and other stakeholders
- Process Improvement: Identify and implement process improvements to enhance the customer experience, including streamlining workflows and reducing response times. Collaborate with cross-functional teams to optimize customer journeys.

**More About You**

As a highly motivated customer experience leader, you’ll bring:

- Strong organizational and time management skills
- Excellent communication and interpersonal skills
- Proficiency in CRM systems and customer support tools
- Data analysis and reporting skills
- Problem-solving and decision-making abilities
- A customer-centric mindset

**What’s in it For You**
- Ongoing career development opportunities
- Employee benefits with discounts on health and wellbeing products and services
- Quarterly incentive plan
- Up to 14% Superannuation
- Employee Assistance Program

If you are a self-motivated individual with a passion for delivering exceptional customer experience, we would like to hear from you. Join our team and immerse yourself in an engaging, dynamic work environment.

**Together we can make a world of difference.**

Applications close Thursday 13th February 2025.

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