Customer Improvement Advisor

23 hours ago

Melbourne, Victoria, Australia Yarra Trams Full time $90,000 - $120,000 per year

Role Purpose

The Customer Improvement team is hiring for an Advisor who will help to deliver continuous improvement initiatives all focused on the passenger's experience of the tram network. We have a raft of improvement initiatives that we plan to deliver on; the agenda is exciting and encompasses both physical and digital infrastructure projects.

We are looking for someone who understands the principles of customer experience, can work with multi-disciplinary project teams to deliver on time and in budget, and is interested in innovation projects that deliver business value.

About the Team

The Customer Improvement team sits within the broader Customer and Community group. We are a responsible for identifying gaps and acting on opportunities for the organisation which will ultimately deliver on our customer metrics.

Responsibilities

  • Interpret customer insight data to inform decision-making and identify improvement opportunities
  • Project management: Work as part of and/or lead cross-functional teams to deliver projects to high standards, and to time and budget
  • Maintain strong relationships with internal and external stakeholders to keep stakeholders informed
  • Contribute to organisational initiatives that directly contribute to our customer experience scores and employee engagement

Skills & Experience

  • Hold a relevant tertiary qualification with 5+ years of experience in customer experience, service design, or continuous improvement/transformation/innovation.
  • Have a proven ability to manage complex stakeholder relationships.
  • Be experienced in delivering projects or tasks on time, within scope and to a budget.
  • Industry experience in public transport, infrastructure, operations or similar sectors (desirable).

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