Cx Process Improvement Specialist

2 weeks ago

Sydney, New South Wales, Australia Domain Group Full time

**Real Estate software for B2C and Agency clients.**
**- **Drive improvements across customer journeys, processes & workflows.**
**- **Hybrid working, sociable team and career development opportunities.**

**Who We Are**

Domain Group is a leading Australian property marketplace made-up of a portfolio of brands across data insights, products and technology solutions. Headquartered in Sydney, we are a group of over 1200 passionate and innovative tech professionals united in our purpose to inspire confidence in life's property decisions, providing a one-stop-shop of solutions found only on Domain.

As we change the way people engage with property, we need diverse thinkers to help us.

**About the Role**

As a CX Process Improvement Specialist and under the wing of an experienced CX Manager, you will take ownership of process documentation and improvements to customer journey, workflows and roadmaps across all Domain products - engaging in exciting overhaul projects that mean you'll be key to the success of wider CX transformational goals..
- Sitting within one of the most highly-visible teams in Domain, you can look forward to an environment of zero micro-management where flexible working is highly valued, get your teeth into a large and exciting transformation project, and gain a well-rounded set of skills that can open up future opportunities across the entire Domain eco-system._

**Location**: Pyrmont, NSW.

**In a typical day you can expect to**:

- Partner with CX leaders and cross-functional stakeholders to define, design, and map processes and knowledge libraries, driving continuous improvement and implementation of business rules.
- In the early days - identify quick and simple improvements that can be made straight away.
- Sit down with internal stakeholders to clarify workflows, map journeys, identify pain points and work out priorities.
- Create, articulate and deliver a CX Process Improvement Roadmap to uplift customer experience based on pain points, that can be rolled out across each brand.
- Document process, workflows and instructions in the knowledge management platforms to uplift frontline team knowledge.
- Drive improvements to Customer Satisfaction and Net Promoter Scores, Employee Engagement and help to reduce operating costs.

**Our Ideal Person**:
ESSENTIAL**:

- Experience with CX strategies and customer journey mapping.
- Experience with process improvement and documentation.
- Involvement in driving change initiatives.
- Experience driving customer focus and NPS improvements.
- Ability to interpret a big picture with lots of moving parts.
- A level of resilience and comfort in a startup-esque environment.

BONUS POINTS**:

- Experience in the tech, freight / logistics, insurance, telco or finance sectors.

**Why Join Us**:
We're the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:

- Discover your ideal work-life balance with our approach to flexibility;
- First-rate parental leave and wellbeing policies;
- Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more
- Continuous opportunities to leap, learn and grow.

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