CX Specialist

Key Responsibilities / Key Performance Areas:

• Understanding and leveraging data and converting this into actionable insights o Sharing key data insights & trends that impact our customer experiences & brand perceptions
• Interpreting and leveraging data insights to constantly enhance customer experiences and influence change within the business
• Leading the digital transformation of the customer journey
• Thinking proactively about all aspects our customers' needs and wants
• Training, coaching & supporting customer facing teams to a standard of excellence
• Owning and driving NPS & CSAT
• Prioritising brand sentiment drivers to improve sentiment and NPS
• Updating & reporting on key metrics including sentiment tracking, NPS, market listening, polls & surveys
• Driving quality engagements with our customers through all touchpoints & the best possible (wow!) brand experience at every touchpoint (working closely with the UMAX (journey) team
• Conducting rigorous quality audits across all platforms, including the website, App, and Mobile, to ensure consistency and accuracy of the customer journey
• Taking charge of the entire customer experience, optimizing touchpoints including Distribution, Website, Customer Service, Loyalty and Retention to enhance overall Customer Experience
• Ensuring accessibility and clarity of FAQs, maintaining consistent language translations across all channels
• Streamlining and enhance the onboarding process across all customer channels.
• Implementing mechanisms to gather ongoing feedback from customer-facing staff and partners to effectively execute the customer experience strategy
• Collaborating closely with the IT department to ensure the system architecture aligns with customer needs
• Ensuring the seamless operation and relevance of the CRM platform, specifically customized to meet the demands of our customers
• Engaging with external partners to optimise partner services and enhance the overall customer experience
• Collaborating with and influencing the Distribution (Sales), Customer & Rewards teams to deliver exceptional customer experiences
• Driving & reviewing all customer communications & actions in response to business errors (i.e. double debits, cancelled policies going through the bank)
• Reviewing customer communications from all channels to ensure a consistent (wow!) brand narrative
• Driving (and in some cases) writing communications across channels
• Conducting and interpreting research, trends and industry best practice around customer experience at an industry level

Knowledge and Experience

• Relevant tertiary qualification (Diploma or Degree)
• 8 years relevant experience within a customer experience environment, 4 of which are in a senior leadership role Skill Competencies
• Strategic outlook
• Data driven mindset
• Empathy & listening skills
• Ability to communicate at all levels (storytelling)
• Relationship building (ability to influence & negotiate at all levels)
• Sound understanding of NPS & CSAT
• Project management & process simplification
• Proven problem solving ability with strong intuition \ Presentation and report writing
• Strong sense of ownership
• Leadership skills