Head Of Customer Experience

Full time
The Law Society of NSW is Australia's largest and most influential membership association for solicitors.
We're not all lawyers, but we work together to support the legal profession and ensure a just society for all.
We are currently looking for a Head of Customer Experience to create and deliver exceptional experiences that meet or exceed customer expectations at every touchpoint of The Law Society.
About the role The Head of Customer Experience is a newly created role and will develop and implement a comprehensive CX strategy that aligns with The Law Society's goals and values while driving professional interactions.
The Head of CX champions the customer's voice, advocating for their needs and preferences throughout the organisation to ensure that decisions are made with the customer in mind.
In this role, you will establish a customer-centric culture within The Law Society, fostering a mindset where every employee understands the importance of prioritising customer satisfaction and actively contributes to delivering outstanding experiences.
You will help drive innovation, efficiency, and enhance the overall customer experience, positioning the organisation for sustainable growth and success in an increasingly competitive landscape.
You will also establish and develop the Contact Centre In-Take Team for initial response with the legal profession and its members, and you will collaborate closely with other departments to gather insights, refine procedures, and continuously improve the triage process to enhance customer satisfaction and streamline inquiries.
What you'll be doing Develop and implement a comprehensive CX strategy aligned with organisational goals.Establish and nurture a customer-centric culture within the organisation, ensuring all employees prioritise customer satisfaction.Collaborate cross-functionally with product development, marketing, and business teams to optimise the end-to-end customer journey and drive continuous improvement.Monitor and analyse customer feedback, trends, and metrics to identify areas for enhancement and inform strategic CX decision-making.Champion the customer's voice throughout the organisation, advocating for their needs and preferences in all business decisions and initiatives.Conduct user research, including surveys, interviews, and usability testing, to understand customer behaviours, preferences, and pain points when interacting with digital services.Collaborate with the IT Project Team to translate user insights into actionable design improvements and enhancements for digital platforms and applications.Stay abreast of industry trends, emerging technologies, and best practices in UX/UI design and digital customer experience, applying relevant insights to drive strategic decision-making and competitive advantage.Lead, train, and coach the Contact Centre In-Take Team to efficiently handle incoming customer inquiries and prioritise them based on urgency and complexity.Design and implement efficient processes and protocols for call routing and resolution, ensuring timely and appropriate responses to customer needs and that each customer is directed to the most appropriate resource.Collaborate closely with other departments, such as customer service, technical support, and product development, to gather insights, refine procedures, and continuously improve the triage process, enhance customer satisfaction and streamline operations.Serve as a point of escalation for complex customer inquiries or issues, providing guidance and support to in-take team members and ensuring that customer needs are addressed promptly and effectively.Foster a positive team culture of collaboration, accountability, and continuous learning, providing ongoing feedback, coaching, and professional development opportunities.Establish key metrics and data insights, such as Customer Satisfaction Score (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), Customer Effort Score (CES), Call Abandonment Rate.About you Previous management experience in a similar role, preferably in customer experience, customer service, or related field.
This includes experience managing teams, setting strategic direction, and driving organisational change.Proven track record in developing and implementing comprehensive customer experience strategies that align with organisational goals and drive customer satisfaction.Experience collaborating with cross-functional teams.Experience fostering a customer-centric culture within an organisation, including training, coaching, and empowering employees at all levels.Strong analytical skills and experience leveraging customer data, insights, and metrics to inform strategic decision-making, identify areas for improvement, and measure the impact of customer experience initiatives.Proven ability to build and maintain strong relationships with internal and external stakeholders, including senior leadership, employees, customers, and partners.Experience leading organisational change initiatives, including managing resistance, overcoming challenges, and driving the adoption of customer experience best practices and principles throughout the organisation.Track record of continuous improvement in customer experience processes, systems, and practices, including implementing tools, methodologies, and frameworks to enhance overall customer satisfaction and drive business performance.Familiarity with customer experience trends, best practices, and emerging technologies, digital transformation, and customer service, with the ability to apply relevant insights to drive innovation and competitive advantage.Demonstrated experience in call centre management, preferably in a management role.
This includes experience overseeing teams, managing workflows, and optimising call centre operations for efficiency and effectiveness.Experience in triage or incident management, including developing and implementing processes and protocols.Strong customer service background, focusing on providing exceptional customer experiences and resolving customer inquiries or issues promptly and effectively.Excellent communication and interpersonal skills, with the ability to effectively communicate with team members, stakeholders, and customers and build strong relationships based on trust and collaboration.Familiarity with call centre technologies, tools, and software, including call routing systems, CRM platforms, and reporting and analytics tools, to optimise operations and enhance overall performance.Experience in quality assurance and performance management processes, including monitoring and evaluating team performance metrics, providing feedback and coaching and implementing improvements.A customer-centric mindset and a commitment to delivering outstanding customer experiences, focusing on meeting or exceeding customer expectations and driving customer satisfaction.To apply The Law Society of New South Wales is committed to building and maintaining a respectful and inclusive workplace, appointing the best person for the role and supporting diversity.
Applications should contain a CV and cover letter that outlines your key experience and motivations for this role.
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