Customer Experience Transformation Manager

Job Type Permanent
Reference JO-2010-101789_1604646751
Posted 2 months ago
  • Design and implement the customer strategy
  • Future state delivery model on enhancing Customer Experience.
  • South Eastern Suburbs

Our client is a leading edge, values-based services organisation that prides itself on delivering beyond the expectations of Melbourne's diverse communities, as it has been doing now for more than 100 years. With an ever expanding product and service offering, the business has almost doubled its revenue over the past 5 years as a result of strategic leadership and a better understanding of their customers' needs. To ensure they remain at the forefront, our client is focused on transforming their customers experience.

Reporting to the Chief Customer Officer, you will take on the responsibility to develop the customer strategy, implement the transformation program and design the new service delivery model and strategy. The strategy will take into account the impact COVID has had on the business and will look at new ways of client interaction. As the Customer Experience Transformation Manager, you will identify and leverage new opportunities to expand and accelerate organisational growth to meet changing customer expectations, ensuring a customer centric model of best practice. More specifically, your role will focus on driving the strategic direction including the development and execution of the transformation road map for the future state of the organisation.

With a proven track record for delivering exceptional customer service gained in a contact center environments, you are known as a visionary and strategic leader who builds trust and credibility through your engaging style. You have experience in innovation and continuous improvement delivering commercial and impactful customer outcomes. You have developed customer journey mapping, channel and internal process integration and optimization and taken on the role of business lead for identifying the most suitable CRM technology for the organisation. You possess the natural ability to develop strong relationships with a diverse range of stakeholders, both internally and externally. This role will require highly developed analytical and conceptual skills and proven experience in the successful implementation of customer experience transformation programs.

If you are excited about the opportunity to be part of this customer transformation, we would welcome your application. To apply, please click the 'Apply Now' button and upload your resume. For further information or a confidential discussion, please contact Natasha Diamond on 0412 822 348 or Sandra Kerr 0412 503 099