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Customer Experience and Service Design

Salary $130000 - $160000
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Job Description

The Company

Global financial services organisation offering a suite of products across investments. They pride themselves on their culture, while wanting to be the best for their customers, and being heavily focused on improving people's financial security.

The Role

This is a brand new stand alone role for the business, looking at implementing and building on the CX and Service Design functions including journey mapping, blueprinting and VoC. This role is open Australia wide for the right candidate!

Key Accountabilities

  • Act as the stand alone lead for CX and Service Design for the business
  • Lead a number of projects across Customer Experience for the business, looking at the end to end process and being heavily involved in the implementation of the end product design
  • Build out an insights dashboard to understand the voice of the customer
  • Looking at enhancing existing experiences as well as leading and supporting the development from early product/service definition to final design
  • Design and deliver end to end experiences using CX principles to enhance member services and solutions to better drive member engagement
  • Measure, analyse and interpret the effectiveness of the customer experience programs for the organisation

To be successful you will have

  • Experience working in the B2C Customer Experience space, preferably in financial services, telco or another regulated environment
  • A strong background in looking at insights and transforming them into measurable business outcomes
  • Experience running customer research programs, preferably using design thinking methodologies and previous experience developing customer journey maps
  • Strong stakeholder management and ability to influence senior leaders within the business

Why Apply?

  • Brand new role within a global company
  • Strong culture and tenure within the business
  • Opportunity to grow, with high visibility from the leadership/executive team

Your next steps

If you want to work for a recognised global brand with strong culture values and the ability to grow your career this will be the opportunity for you. For a confidential discussion, please contact Ai Iwami on 0451 193 774. Alternatively, click APPLY.

Parity Consulting recognise the First Nations People as the Traditional Custodians of this land and celebrate their connection and love for the country.

We only partner with clients who embrace diversity and are committed to cultivating the individuality of each and every employee. We encourage people with different beliefs, abilities, backgrounds and life experiences to apply.

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