Customer Experience Lead

1 week ago

Sydney, New South Wales, Australia Circles Full time

**About this role**:

- We are looking for a passionate, driven and results-oriented professional to help build the best in class customer experience across our products and services.
- This individual will be responsible for driving improvements across products and processes to enable world class customer experience with NPS as a North Star metric.

**What you will do**:

- Own and be responsible for improving the end to end customer experience across the customer lifecycle (KPIs: NPS, Churn)
- Analyze the 'Voice of the Customer' to identify and remove customer pain points/frictions that may cause churn and impact NPS.
- Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience
- irrespective of where they occur in the journey - are plugged
- Developing strategies for use of processes, tools and resources to deliver improved customer experiences and improve customer retention.
- Monitor website and app performance and devise ways to drive improvements.

**Who you will work with**:

- AU Leadership team: Country Head (AU).
- Other key relationships: Functional Leads across departments (Marketing, Product, Engineering, Customer Happiness, Operations).

**What we are looking for**:

- 3-5 years of experience in driving complex projects related to customer experience
- Robust experience in extremely fast-paced tech companies (ideally start-ups) or strategy consulting.
- Resourceful and able to think outside of the box to solve complex problems.
- Strong project management, impeccably organized, and with high attention to detail.
- Ability to exercise structured thinking & strong analytical skills.
- Excellent written and verbal communication skills.
- International exposure and / or work experience in a global organization.
- Circles.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age._
- To all recruitment agencies: Circles.Life will only acknowledge resumes from agencies specifically retained for the role._

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