Job description
Tenacity CX specialises in Contact Centre and Customer Experience Recruitment and Consulting. We are searching for a talented Customer Experience Lead to join this Leading Global Airline - a well recognised Aussie brand!With the official title of Service Design & Delivery Manager, this person will be responsible for identifying and implementing new initiatives to continually improve the customer experience. This is a newly created opportunity and a perfect fit for someone who works with a 'customer first' mentality.
Key Responsibilities:
- Journey map customer interactions and identify customer and employee pain points
- Identify improvement opportunities and partner with internal stakeholders to design and embed solutions
- Collaborate with the voice team to gain further knowledge and insight to customer data
- Leading a small support team of three
- Undertake deep-dive analysis into potential service gaps and identify improvements to further enhance the customer experience
- Storyboard customer journeys and pain points with solutions to senior executives
- Proven experience in Customer Experience and Business Improvement within a complex style business
- An understanding of contact centres @ scale
- Innovative and creative individual with a passion for Customer Experience
- Experience in HCD (Human Centred Design) and/or Design Thinking is highly desirable
- The ability to bring CX strategy to life through Story Boarding and strong presentation skills
- Demonstrated stakeholder engagement & leadership skills
- Collaborative working environment
- $145k pkg+bonus+benefits,
- 50/50 split hybrid working role based in Mascot
- Discounted travel
Please note, you must be an Australian Citizen or Permanent Resident to be considered for this role. All successful candidates will be subject to relevant background checks.
To apply, please click on the application button and attach your resume as a Word Document - We are interviewing immediately!
Expired job
