Customer Experience Specialist

  •  Customer Experience Specialist
  • An integral role to track and improve the customer journey
  • National bran with solid reputation
  • CBD Location

Client Details

 A leading financial services business with a large portfolio nationally, our client is recognised for putting the customer at the forefront of business operations. 


As an agent for change in the business, this role is critical in ensuring that the business delivers on its transformation to a customer-first business, in concert with the overall business Strategy. The role will drive and support a unique customer experience and work cross-functionally with all business units nationally to execute projects to deliver this experience. The requirements of the role are as follows:
  • Embed and track customer experience program in the business road-map
  • Deliver demonstrable customer and business value by developing, measuring and evaluating key metrics
  • Drive understanding and alignment to the customer experience program through ongoing communications, change management, strategic execution, and collection and display of insights in concert with the broader business Strategy
  • Work with key business stakeholders as an SME to align initiatives to drivers of value for customers, and delivery. 
  • Identify and drive customer initiatives that create valuable customer experiences and add demonstrable business value
  • Sustain momentum and buy-in for customer-experience through rigorous measurement and attribution of value to program
  • Track and support customer experience road-map
  • Monitor and track delivery of the customer experience program, and support measurement of effectiveness
  • Measure impact of improvements to customer experience through ongoing monitoring, measurement, reporting and business casing
  • Ongoing monitoring and review of CX best practice and proactive identification of improvement opportunities
  • Drive enterprise performance by supporting and challenge thinking with stakeholders to drive value
  • Support change with trusted cross-functional relationships
  • Key role in supporting change management activity, including working with change agents, running workshops


To be successful in this application, you will have:

  • Relevant tertiary qualifications in business, management, statistics or research
  • 1-2 years relevant industry experience, with strong preference for Financial Services
  • 1+ years’ experience in management consulting roles, with relevant business experience considered
  • Relevant customer experience or human-centred design qualifications
  • Proven change management delivery experience
  • Formal process mapping and/or improvement training
  • Passion and enthusiasm for customer experience

Job Offer

  • Passionate and supportive team environment
  • Customer centric business
  • CBD Location
  • Good company perks


Contact details - Ashley Duffy - 9195 2953