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Customer Experience Manager

Salary $130000 - $160000
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Job Description

The Company

Global and award-winning financial services organisation offering a suite of products including superannuation and investments. They empower their people while being heavily focused on customer experience, and dedicated to improving people's financial security.

The Role

This is an exciting opportunity to join an award-winning organisation in a newly created role for the business focusing on service design and customer experience. You will have the ability to take ownership of the role and really drive it within the organisation with a focus on ensuring to make an impact on member and business results. Can be based in either Sydney, Melbourne or Brisbane.

Key Accountabilities

  • Own and execute the required communications plan for a range of products.
  • Lead projects researching customer needs, collecting insights using a variety of HCD methodologies and research methods
  • Build out a day-to-day insights dashboard/program for referencing on what we understand about the current members and understanding the voice of the customer and member sentiment
  • 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
  • Focus on processes and systems to ensure the effective implementation of the designed experience
  • 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 with an understanding of HCD to own and drive this space for the business
  • A strong background in looking at insights, transforming them into measurable business outcomes
  • Experience running customer research programs, preferably using design thinking methodologies and previous experience developing customer journey maps
  • Confident in managing multiple projects and collaborating across different teams within a business

Why Apply?

  • Brand new role within a global company
  • Strong employee recognition
  • Career growth and strong tenure within business

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 Vanessa Lalani on 0410 001 819, or 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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