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Head of Partner and Customer Experience

Salary $180000 - $200000
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Job Description

The Company

Our client is one of the industry leaders in their space, where their strategy is shaped by their customer centric approach, and the drive for greater agility and efficiency in their service offering. Due to continued growth, they are now looking to bring on an experienced Customer Experience professional in either Melbourne or Sydney.

The Opportunity

We have an exciting opportunity for a passionate and driven Customer Experience professional to support the General Manager of this business unit to develop and execute a market leading channel strategy, holding a strong focus on the retention strategy for the organisation to improve insurance outcomes for partners and customers.

Key Accountabilities

  • Leading and driving the adoption and improvement of NPS for partners and customers.
  • Developing and executing the retention strategy for the organisation, and creating personalised digital experiences.
  • Deliver digital and customer engagement strategies, conduct options analysis and develop appropriate business cases using technology to reduce unit costs.
  • Support in designing, optimising and assisting in the delivery of innovative operations for the business unit.
  • Support the maintenance of service standards to customers and partners, while continuously working on further improving their service experience, efficiencies and scalability

To be successful in this role you will have

  • 7+ years management experience across the disciplines of Customer Experience, Customer and Partner retention, UX/UI design, service delivery and change management.
  • HCD qualifications desirable, with demonstrated experience in using Human Centred Design to build out the customer experience
  • Financial Services background preferred, or experience within a highly regulated environment
  • Experience in using tools such as service design and CX blueprints

Why Apply

  • Variety of work
  • Driven and collaborative culture, focused on developing its staff
  • Flexible and inclusive work environment

Your next steps

This is an exciting opportunity to join a growing, dynamic team and really be involved in the continuing development of this organisation. If interested please apply now or call Vanessa Lalani on 0410 001 819 or Ai Iwami on 0451 193 774. Please note, all conversations will remain confidential.

Whether you are a sports fanatic, shark diver or part time antique collector, we celebrate your uniqueness.

Parity Consulting works with clients who embrace diverse and inclusive environments and empower their teams to bring their authentic whole self to work. We encourage people with different beliefs, abilities, backgrounds and life experiences to contact us

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