Customer Experience Lead
Customer Experience Lead
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Job Description
Customer Experience Lead
Job No: 675964
Sydney Inner Suburbs & CBD Newcastle Brisbane Inner Suburbs & CBD Melbourne Inner Suburbs & CBD Various
Max Term Full Time
Call Centre Insurance Contact Centre
Pay Band 5
- Up to 12month secondment opportunity
- Flexible working locations of Brisbane Sydney Melbourne or Newcastle
As a Customer Experience Lead youll work in understanding and shaping the customer experience across our sales and service processes. Youll collaborate across the customer value chain using industry insights and customer feedback (including Voice of the Customer complaints and NPS data) to identify design and deliver improvements that enhance the endtoend service experience. You will also support the management of critical Customer Service CX assets such as the conversation model continuous improvement framework customer journey maps support squads and initiative reporting.
What youll do
- Work across the business to ideate and design new initiatives programs and systems to improve the customer experience and business growth
- Work with key stakeholders to ensure the right tools are in place for collecting and acting on customer feedback (e.g. Complaints insights Voice of Customer NPS.)
- Work with the Manager Customer Experience to develop a program of work to improve NPS and Customer Service key metrics and assist with governance and reporting
- Partner with the business to drive continuous improvement along the value chain to design develop implement and track initiatives that remove key pain points and improve the customer experience
- Facilitate Customer Forums bringing together key owners of the customer value chain to share insights and optimise the customer journeys across Insurance
What youll bring
- Tertiary qualifications in a businessrelated discipline.
- Intermediate to advanced project management skills (5 years) highly desirable
- Knowledge of Agile and Squad methodologies advantageous
- Previous business improvement and change management experience
- Ability to use customer and commercial information and acumen to enhance business performance
If this opportunity sounds like the challenge you have been looking for please apply online today. For further information regarding this position please contact
Consumer InsuranceCustomer ServiceCustomer Experience Lead (1).docx
Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time
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