We are a forward-thinking organisation seeking an experienced and innovative Strategic Customer Experience Specialist to join our team. This is a fantastic opportunity to lead the transformation of our business, driving a culture focused on delivering exceptional customer experiences. If you are passionate about creating customer-centric organisations, we want to hear from you.
Role Purpose:
Support transformational change across the business, delivering our Customer Experience Strategy and creating a customer-centric organisation. This role requires a strong leader who can motivate, inspire, and coach the organisation to develop a customer-centric approach to all business.
Key Outcomes:
- Inspire, motivate, and coach the organisation to develop a customer-centric approach to all business
- Contribute to developing functional and organisational strategy, policy, business, and leadership practices to drive whole-of-enterprise outcomes
- Influence the development of improved processes and systems to achieve strategic objectives
- Effectively develop strong stakeholder relationships across the organisation
- Develop and deliver the customer experience strategy and framework across the organisation
- Lead the implementation of improved customer experience across the business to improve capability, delivery, and performance
Key Accountabilities:
- Effectively advocate and collaborate with teams across the organisation to increase their understanding and delivery of an excellent customer experience
- Motivate and inspire peers, staff, stakeholders, and customers
- Work with the Manager to advise, shape, and drive the strategic direction and cultural changes to improve customer experience, helping to shape a customer-centric culture
- Model energy and good self-awareness, ease with complexity and ambiguity, have deep intelligence networks, and actively practise collaboration
- Create an environment that actively promotes and supports innovation and continuous improvement
Knowledge, Experience, and Qualifications:
- Significant previous experience in the customer field or suitable qualifications in business or relevant discipline
- Knowledge and experience in customer journey mapping, voice of the customer, customer co-design, and implementing significant change in the customer environment
- Ability to influence, gain co-operation, and effect change within the organisation
- Strong relationship management skills
- Well-developed communication skills through written and verbal communication
- A structured approach to work, good organising skills including time management and project management skills
- Experience in continuous improvement, innovation, and demonstrated ability to problem-solve issues to resolution
- Experience in training, coaching, and supporting staff in understanding and delivering quality customer experience
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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