Description:
The Business Customer Experience Team is an exciting and innovative team that leads initiatives and programs to optimise the customer experience through service design, customer journey and process mapping and knowledge management.
- Collaborate with the Snr Customer Experience Advisor and stakeholders to map the customer journey and to identify opportunities to streamline and improve processes and ways of working to improve customer outcomes
- Collate, share and document relevant customer learnings in a meaningful way for content and knowledge sharing within the business unit
- Assist with the creation of customer surveys which will measure customer satisfaction, effort and Net Promotor score to improve business unit service delivery
- Identify moments of truth and milestone events in a customer journey in order to measure satisfaction and experience and improve customer outcomes
- Develop case studies and personas to reinforce the business unit customer value proposition and experience
- Develop and deliver targeted data driven insights to the business into the underlying drivers of commercial performance of customers
- Source structured and unstructured data from disparate datasets in order to identify opportunities to enhance operational performance for the business
- Collaborate with other stakeholders to develop ,write and review business guides and related documentation to support the business unit and stakeholders
- Demonstrated experience in building and delivering customer journeys and customer experience programs as well as facilitating workshops
- Understanding of current agile methodology principles
- Tertiary qualifications or relevant experience in related discipline (e.g., Marketing/Business Analytics/Human Centred Design/Design Thinking)
- A genuine passion and aptitude for building and maintaining positive relationships with a range of stakeholders
- Ability to translate complex analysis and datasets into meaningful insights and recommendations
- Ability to manage multiple projects and change activities in a fast-paced agile environment