Customer Experience Manager

2 weeks ago

Melbourne, Victoria, Australia Jenny Barbour Full time

Custodian of the end to end experience
Deliver improvements to the customer experience
Understand both the 'what' and the 'why'

The Customer Journey Manager is the custodian of the end to end experience and will serve as a trusted partner across the business, representing the customer needs across various initiatives and projects.

Working closely with Digital, Product, Retail, Sales, Delivery and Customer Service the Customer Journey Manager will lean on exceptional influencing and stakeholder management skills to deliver improvements to the customer experience across multiple channels, segments, products, and touchpoints to align to the CX strategy.

The Customer Journey Manager has a deep understanding of customer wants and needs obtained through an intense curiosity to understand both the 'what' and the 'why'.

The Customer Journey Manager is a true jack of all trades and is comfortable wearing many hats - they are equally comfortable working data & data scientists, customers, design researchers, front line team members and executives and can draw on many of these sources to tell a great story.

Commercial & Strategic Priorities

Foster a customer-first culture across the business
Identifying and implementing opportunities to drive a connected and improved customer experience across all products, platforms and systems
Prioritisation of both problems and solutions, aligned to the Customer Experience prioritisation framework customer insight, data and market trends
Ensuring that solutions delivered across the journey align with customer expectations.
Define and shape the customer experience strategy
Development and management the Customer Experience roadmap for a dedicated customer journey
Prioritisation of initiatives and 'moments that matter' across the entire journey
Engage with customer groups and internal stakeholders to develop a deep understanding of stated and unstated needs
Defining and delivering CX strategy, experience plans, roadmaps based on customer research, usage patterns, feedback, business strategies, competitive review and emerging technology.
Manage stakeholder expectations and ensure that execution is aligned to CX strategy

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