Senior Cx Manager
vor 4 Wochen
About Us We're known for being the country's most popular rewards, helping Australians get more of what they value beyond the checkout. Through our extended network of partnerships with nationally recognised brands, we make every day simpler, easier and more rewarding for our members. We are also the winner of Canstar Blue's 2023 and 2024 Most Satisfied Customer award for Rewards Programs.
Our diverse team is located all over Australia, with our incredible office in the heart of Melbourne CBD. Staying true to our flexible working policy and people-centric culture, we ensure all our team members are set up to work remotely across Australia. We are outcomes-focused, and everything we do is aligned with our core principles - Own, Act and Inspire.
Your Team We've built a strong team, but we're not looking for more of the same. Our day-to-day is made stronger when we surround ourselves with people who are different, like you.
Your Role In this role, you will be responsible for defining and delivering the customer experience and engagement strategy across the organisation.
You will deliver a market-leading and engaging experience for customers across all touchpoints within the Flybuys ecosystem, to achieve organisational goals including profitable membership growth and member engagement.
Lead the development, articulation, and delivery of the customer experience strategy that aligns with enterprise goals including profitable membership growth, member engagement, and NPS targets.Develop and deliver a performance management framework that ties customer experience and engagement activities to company financial performance metrics, including performance target setting, monitoring, and reporting.Map the customer journey, identify moments of truth, define the end state vision, and lead the development and delivery of the roadmap including capability requirements and execution plan.Lead the development and delivery of the insights roadmap including the Voice of Customer program and market research programs.Leverage data, customer behavioral insights, and deep knowledge about business growth enablers to drive transformational change and deliver against organisational goals.Act as the Chapter Lead for CX and UX and lead the delivery of intuitive, seamless, and value-adding experiences that can be leveraged across the Flybuys Squads / Tribes and ecosystem.Develop and implement best-practice design governance frameworks, principles, processes, and systems to ensure consistency, alignment, and effectiveness across all channels within a complex UX/UI ecosystem.Lead the development and maintenance of design systems and guidelines to ensure consistency across all products and services.Champion the customer experience internally and drive customer maturity across the organisation. Collaborate and influence senior leadership and key stakeholders to integrate CX/UX considerations into business planning and decision-making processes.Understand market trends and competitor activities and respond to potential opportunities and threats appropriately.Build, mentor, and lead a high-performing insights, CX/UX team, fostering a collaborative and innovative work environment.Manage the budget ensuring resources are allocated effectively.Perform other responsibilities and duties periodically assigned to meet reasonable operational and/or other requirements.Your Experience Tertiary qualification in Design, Human-Computer Interaction, Psychology, Marketing, Business, or a related field.10+ years' experience in Marketing, Product, CX/UX, with a proven track record of leading and delivering successful customer experience and user experience strategies.Proven success in defining and delivering a strategy with a track record for driving change and growth outcomes.Excellent strategic capability in balancing commercial outcomes and customer needs.Ability to disaggregate and solve complex problems, considering both short and long-term objectives.Strong commercial acumen with the ability to interrogate analytics and extract insights to inform effective customer experience strategy.Strong understanding and deep experience in customer experience design, including user-experience and service design, design thinking / HCD methodologies.Proficiency in design and prototyping tools (e.g. Figma).Deep curiosity around the customer with proven experience in leveraging research, data, and insights to develop strategies that meet customer needs and change behaviours.Ability to lead, influence, negotiate, inspire, and engage at all levels of the organisation. Strong storytelling, visualisation, and stakeholder engagement skills to clearly communicate insights and complex concepts in an easy-to-understand way.Proven experience in managing multiple projects and stakeholders often with differing objectives.Strategic leadership and agility: Challenges boundaries and drives change. Ability to translate vision/requirements into operational plans and budgets.Relationship management: Effective consultation and liaison skills with the ability to build rapport and mutually beneficial partnerships with internal and external stakeholders.Personal leadership: Authentic, resilient, able to lead through ambiguity and considerate of impact on others.Your Benefits We offer our valued team members a stack of exclusive benefits To name a few... Flybuysflex | work from anywhere, measured on outcomes.Two well-being days per yearVolunteer leave.Ongoing learning & development programs and opportunities.My Coles and Wesfarmers team member discount card.Be Well Programs – Mind/Body/Soul.Quarterly All Team events.Hybrid social events.New starter kit merchandise.Your Time to Fly We value ways of working that work for everyone and use our different strengths to make us stronger. We work hard to make sure everyone's voice is heard and respected equally, regardless of identity, background, position, ability, or lifestyle.
It is a condition of employment that successful applicants undergo a National Police Check prior to commencing.
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