Customer Experience Specialist

Inspire CX delivery across our Home, Food, Financial Services and David Jones Rewards categories as part of a newly expanded Customer Experience function. You will define category specific service and experience orientated solutions that will _deliver ‘Service Like No Other’ _for the David Jones omnichannel customer.

Reporting to the Customer Experience Manager of Home, Food, Financial Services and DJ Rewards you will Analyse customer service metrics & trends and own category specific Customer Journeys identifying areas of opportunity to ensure delivery of a Seamless experience for our customers. You will have a passion for Home and Food categories and embedding our Financial Services and DJ Rewards programs across all service experiences.

Based in Melbourne with a hybrid mix of time in the office and from home, this will suit an experienced retail professional with a passion for service, who is looking to make a transformative impact to David Jones’ service offering.

What does the role involve?
- Develop category specific omnichannel customer service standards and services that drive increase in spend and customer retention and acquisition.
- Develop and maintain Omnichannel Customer Journey maps for specific category.
- Develop zoning principals for specific category across all store formats and work collaboratively with store scheduling to ensure effective implementation.
- Analyse voice of customer metrics from Customer Insights
- Identify key opportunities to enhance our service/s in key trade periods to support sales budgets.
- Maintain awareness of industry trends both locally and internationally
- Work collaboratively with category specific Training Specialist to develop coaching materials, content and training resources.
- Support a Test and Learn approach to new initiatives.
- Work cross functionally across the customer service team where appropriate and as required to deliver ad hoc projects or broader customer service initiatives.
- Work with merchandise team to identify brand product training requirements to support our knowledge service pillar.

What are we looking for?
- Exposure in a CX, service or operations role
- Experience with and passion for leading and developing teams to realise their potential
- A genuine interest in retail service innovation
- Ability to create programs of work and project management that evolve consistently and allow for continuous learning
- Excellent interpersonal skills to influence key internal/external stakeholders including exec teams
- Comfort to challenge the status quo based on a forward thinking and customer trend orientated approach

Why work for us?
- A competitive remuneration package including performance incentives
- Generous employee discounts across David Jones, Country Road, Mimco, Trenery, Witchery & POLITIX brands
- An additional day of leave for your birthday
- Highly flexible hybrid working arrangements that enable balance between life and your career
- Opportunities to support community partnerships across our Corporate Social Responsibility program
- Be a member of a company committed to sustainable practices
- Ongoing training and development to pursue individual ambitions

About Us

Since 1838, David Jones’ limitless quest for innovation and progress established us as Australia’s original influencer in fashion & lifestyle. Today, our vision and purpose to continue this legacy is to be the destination that inspires, with experiences and services Like No Other.

Part of Woolworths Holding Limited (JSE:WHL) alongside the Country Road Group, our values include being customer obsessed, collaborative, inspirational, responsible and dedicated to quality - within a thriving culture we live these values every day as we strive to inspire our people, customers and community Like No Other.