Senior Specialist - Customer Experience
Senior Specialist - Customer Experience
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Job Description
Are you passionate about enhancing the customer experience As a Senior Specialist Customer Experience you will play a critical role in improving the overall customer experience through the design delivery and management of our CX Measurement programs tools and resources. You will drive customer centricity build capability and support a continuous improvement and customer experience culture that delivers against AFCAs CX strategy. We are seeking someone who is curious proactive and customer focused.
Typically in this role you will:
- Manage AFCAs CX Measurement Programs
- Analyse interpret connect and integrate various data sets to create a comprehensive view of Voice of the Customer (VoC) insights.
- Translate customer feedback into actionable strategies and tangible actions and improvements.
- Apply humancentered design principles to create solutions that meet the needs and preferences of customers.
- Monitor the impact of implemented changes and continuously seek opportunities for further enhancement.
- Work effectively with different areas of AFCA to ensure customer feedback is integrated into business strategies.
- Develop and present reports that communicate key findings and recommendations to stakeholders and share success stories and best practices to encourage a customercentric culture.
Qualifications :
- Demonstrated experience in designing implementing and managing Customer Experience (CX) measurement programs.
- Ability to analyse connect integrate and interpret data.
- Strong communication and interpersonal skills to facilitate collaboration and drive alignment to AFCAs CX Strategy
- A proven record of using CX metrics (e.g. CSAT/NPS) and insights to drive business decisions and improvements.
- Ability to prioritize and manage multiple projects to ensure timely and effective implementation of customerfocused strategies.
- Have a strong customercentric mindset with a deep understanding of customer needs and behaviours.
- Experience in conducting user research developing personas and creating customer journey maps to inform design decisions.
- Experience managing external vendor relationships
Additional Information :
- BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements.
- Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
- Employer of Choice Public Sector and NFP Australian HR Awards 2023
- Bronze AWEI Accreditation 2024 Recognised for LGBTQ workplace inclusion.
- Accredited Family Friendly Workplace Supporting worklife balance and inclusivity.
- Hybrid working Flexible arrangements with stateoftheart offices designed for collaboration and wellbeing.
- Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
- Financial benefits Notforprofit salary packaging to boost takehome pay.
- Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
To apply
If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven if you dont meet every single criterion.
We welcome applications from people of all backgrounds cultures abilities sexual orientations and gender identities. If you require any accessibility support during the recruitment process please reach out to our team at
AFCA is a 2025 Circle Back Initiative Employer we are committed to responding to every applicant.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
