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Senior Customer Experience Consultant

Job Title: Senior Customer Experience Consultant
Contract Type: Contract
Location: Melbourne
Industry:
Salary: $900 - $12000 per day
Start Date: 2019-09-16
Reference: JO-1909-97684
Contact Name: Lauren Benedict
Contact Email: lauren.benedict@davidsonwp.com
Job Published: September 17, 2019 17:39

Job Description

This role is well suited to a strategic thinker, who is customer focused and has the ability to turn complex information into a compelling yet simple story.
 
Responsibilities:
  • Analyse customer satisfaction, complaints and other data to identify business strengths and opportunities to improve.
  • Lead and facilitate the workshops that map and document key customer journeys for the business through interviews and analysis of feedback from customers and partners.
  • Ensure customer feedback is clearly captured
  • Oversee/lead the user experience testing
  • Engage broadly, working across different divisions and cross-functional teams to understand internal processes and drivers in each customer journey, soliciting unbiased views
  • Work with senior leadership to co-ordinate strategic input across the three lines of business.
  • Work, lead and innovate within an agile environment.
 
Key Skills:
  • Excellent problem-solving skills coupled with the ability to understand complex information, assess requirements and deliver insightful, practical solutions with a creative flair
  • An ability to confidently facilitate workshops and summarise outputs
  • Project management experience
  • Experience in mapping end to end customer journeys and service blueprints
  • A background in Human Centred Design
  • Excellent stakeholder engagement skills

To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Lauren Benedict on 03 9929 9546, quoting ref no. JO-1909-97684. Want to know more about Davidson? Visit us at www.davidsonwp.com