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Cx Program Manager

2 weeks ago

Sydney, New South Wales, Australia Ashdown Consulting Full time

$1300 p/d + Super
- 6 month contract
- Parramatta/WFH

**CX Program Manager | 11 Month Contract | Up to $1436.50 p/d Inc. Super**
- **$1300 p/d + Super**:

- **6 month contract**:

- **Parramatta/WFH**

**About the Company**

This is an exciting opportunity for a CX Program Manager to join a NSW Organisation based in Parramatta/WFH on a 6 month contract.

**About the Role**
- Lead the VOC program: Develop and implement a VOC program that is aligned with the department's goals and objectives and that captures customer feedback in a meaningful and actionable manner.
- Recruit and lead a team of managers: Manage a team of research and insights managers responsible for executing the VOC program and delivering results.
- Design processes and procedures and governance to support the running of the research and insights department
- Mentor and Embed processes and procedures into the team
- Analyse customer feedback: Analyse customer feedback data to identify trends, patterns, and insights that can inform decision-making and improvement initiatives.
- Feedback management: Develop and implement a feedback management process to ensure that customer feedback is captured, reviewed, and acted upon in a timely and effective manner.
- Continuous improvement: Develop and implement a continuous improvement framework that uses customer feedback to drive improvement initiatives and ensure that the department is responding to changing customer needs and expectations.
- Stakeholder engagement: Engage key stakeholders, including corporate initiative, policy and service owners, teachers, principals, and school staff in the VOC program to ensure that customer feedback is representative and reflective of their needs and experiences.
- Reporting: Develop and implement a reporting structure that provides regular and transparent reporting on the results of the VOC program, including customer feedback and recommendations for improvement
- Metrics: Develop and implement a set of metrics to measure the success of the VOC program, including customer satisfaction, ease, engagement, and trust metrics.
- Communication: Establish clear and consistent communication channels to share customer feedback and recommendations with relevant stakeholders, including senior management, departments, and stakeholders.

**About You**
- Bachelor's degree in a related field, such as marketing, research, or customer experience
- 10+ years of experience in customer experience, marketing, or research
- Proven track record of leading successful customer experience programs and managing teams
- Strong analytical skills and experience working with customer feedback data
- Excellent leadership, communication, and stakeholder engagement skills

**Benefits of contracting through Ashdown People**
- 5th largest supplier to the NSW Government
- Get paid weekly
- Offer Insurances for ABN Contractors
- Consistent communication & transparency
- Detailed onboarding & support