Customer Experience Specialist

**Job no**: 540092
**Work type**: Full-Time, Permanent
**Location**: Melbourne - CBD & Inner
**Categories**: Communications, Creative & Design, Strategy & Project Management

**About the role**

At **David Jones**, we've been curating premium products and experiences for over 187 years. As Australia's most iconic department store, we continue to evolve—guided by heritage, inspired by innovation, and driven by people who are passionate about delivering exceptional service and results.

As the **Customer Experience (CX) Specialist**for** Services**, you will play a pivotal role in enabling our stores and frontline teams to deliver on our service vision. You will support the execution of strategic initiatives, drive operational excellence, and implement innovative solutions to enhance the customer journey across all touchpoints. With core responsibilities spanning Specialised Services, Loyalty, the David Jones Credit Card, Brand and Product, the CX Specialist operates in both a strategic and hands-on capacity to support the delivery of exceptional service and commercial results.

The CX team plays a vital role in advancing our Omnichannel priorities and initiatives, with a strong focus on frontline engagement, skill development, and clear communication. Acting as a key conduit between our Support Centre and retail locations, this role is critical in translating strategy into meaningful action in-store and is integral to the successful execution of our Vision 2030 strategy.

**What you day looks like**

The CX Specialist for Services is responsible for delivering strategic initiatives that enhance the customer experience and drive commercial outcomes, as measured by Net Promoter Score (NPS) and sales performance.

Working cross-functionally, the CX Specialist manages relationships with internal stakeholders, technical teams, and external vendors to optimise clienteling, booking tools, and service delivery platforms. The role also ensures the seamless integration of service standards across all touchpoints and continuously seeks new ways to inspire, engage, and support our store teams in delivering best-in-class experiences.

**Responsibilities**
- Design and deliver inspiring, actionable training and learning sessions that support the adoption of new tools, enhance loyalty understanding, and drive service excellence.
- Analyse customer data and insights to identify gaps against service standards and drive continuous improvement.
- Provide regular updates on CX initiatives to key retail stakeholders, equipping store leaders and frontline teams with the tools and resources needed to self-educate and deliver high service standards.
- Identify opportunities to enhance customer engagement and team education by improving business processes, training content, and service delivery.
- Champion customer-first thinking by fostering positive relationships with retail teams, vendors, and internal teams that reflect brand values, influencing cross-functional teams and indirectly build service capability across the organisation.
- Lead and support initiatives that grow client engagement, drive sales, and foster long-term customer loyalty.
- Promote awareness and adoption of in-store and omnichannel services that improve customer experience and contribute to commercial goals.
- Develop and maintain customer journey maps for key services, identifying opportunities to enhance experience and spend.
- Drive continuous improvement through innovation, feedback, and a test-and-learn approach.
- Collaborate across functions—including Marketing, Digital, Retail Operations, VM and Insights —to project manage and deliver CX-led projects from concept through to execution and refinement.
- Oversee system and process enhancements to improve operational efficiency and frontline execution.
- Liaise with vendors and internal tech teams to manage digital solutions, scope product enhancements, and troubleshoot service delivery platforms, identifying and championing technology solutions that support scalable service delivery and growth of bookable services.
- A bachelor's degree in Business, Communications or similar would be advantageous
- Minimum 3 years' experience years in a customer experience, retail operations, client services or internal communications role in a retail environment
- Proven ability to influence, train and motivate retail teams with clarity and impact
- Experienced in designing and delivering blended learning solutions, with a strong understanding of both customer expectations and team engagement needs
- Proven ability to project manage and collaborate effectively with stakeholders at all levels of the business to deliver exceptional customer outcomes.
- Experience with data analysis, reporting, and identifying actionable insights
- A customer-first mindset, with a passion for retail and building meaningful client connections
- Experience working with CRM, booking, or clienteling tools would be an advantage
- Strong attenti