Customer Experience Lead

Location Victoria


Champion a Customer-centric culture Create customer experiences that truly impact individual lives Apply an Agile mindset to innovative services and CRM solutions Carnegie based Job Type: Full Time Want to join Australia’s leading disability service organisation and engage with people who truly love what they do? This is a rare opportunity to be part of our unique brand and culture partnering to develop insights and metrics for customer experience journey. Reporting to the GM Customer Experience, you will partner with a range of stakeholders to define, shape and monitor the CX journey, advocating the Voice of our Customers (VoC) and embed a customer-centric approach across the organisation. You will engage with Customers in a customised approach by providing unique insights through the implementation of programs, projects, innovation, customer research and in the establishment of customer analytics aligned with HWNS strategy and CX goals.

Both strategic and operational, your talent to navigate through complex analytics and derive insights through customer journey mapping and customer profiling, will direct and optimise customer experience and commercial decision making. Integral to your success will be customer focused people practices at every level enhancing Customers experience through our Values of empowerment, respect, inclusion, commitment and achievement. Primary responsibilities: Develop insights and analytics around customer behaviour, definition, demographics.

Implement programs that will lead to improved customer experience. Work with stakeholders to review and drive the end to end customer experience, including the development of new services. Establish, measure and monitor metrics that will both determine successful CX impacts.

Lead the implementation and adaptation of an Agile delivery methodology. Essential experience: Degree qualified in Marketing, Business, Product Development, or similar. Minimum 5 years’ employment in Customer Experience related work.

Solid customer orientation, core understanding of the customer lifecycle and customer needs, and how customer insight and customer strategy drives experience. Commercial acumen in the delivery of multiple channel customer solutions. Solid experience and understanding of CRM practices and solutions.

Strong analytical and research skills. Outstanding interpersonal and written and verbal communication skills. Demonstrated skills in consultation, facilitation, negotiation and influence.

Be part of this dedicated, collaborative team and put your career on track for a succession plan that provides supported learning and development with flexible work-life balance. We offer the benefits of a competitive salary, salary packaging of up to $15,990, a company vehicle plus fuel card. House with No Steps is an Equal Opportunity Employer and promotes a workplace that actively seeks to include, welcome and value the unique contributions of all people.

Including; people with disability, young.

House With No Steps
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2 Oct 2018


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