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Senior Manager Digital Experience
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Senior Manager
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Senior Customer Success Manager
vor 3 Wochen
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Senior Customer Success Manager
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Senior Manager
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Inchcape Plc | Customer Experience Manager
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Senior Manager
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Customer Experience Coordinator
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Customer Experience Specialist
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Customer Experience Specialist
vor 13 Stunden
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Customer Experience Designer
vor 2 Wochen
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Customer Experience Analyst
Vor 3 Tagen
Melbourne, Österreich Efinancialcareers Ltd. VollzeitAs the Customer Experience Analyst, you'll play a key part in enhancing the financial services experience for our growing customer base.With a focus on analysis and reporting, you'll use your exceptional data skills to uncover valuable insights that drive continuous improvements to our products and services.Key Responsibilities: Support the Portfolio Manager...
Senior Manager, Customer Experience
vor 2 Monaten
Full time As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses.
We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved.
This is your opportunity to make a difference.
Company DescriptionWe are a for-purpose organisation that provides a free service for individuals and small businesses.
We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved.
Job DescriptionIn this newly created position, the Senior Manager, Customer Experience plays a critical role supporting the development and delivery of AFCA's Customer Experience strategy.
The Senior Manager will develop and drive our Customer Experience strategy whilst leading our current Member & Customer Experience team members.
This is an exciting chance to have a real impact on our Customer Experience journey at AFCA.
Working closely with the Head of Membership Services, this role will support the creation and successful delivery of operational excellence customer experience best practice.
The role will lead a team of skilled customer experience professionals and support teams by leading the development of the customer experience framework for consumers and members.
The Senior Manager role will identify, support and drive process recommendations, end to end reviews and support AFCA to identify opportunities for improvement always with a focus on best practice customer experience.
Typically, in this role you will:Lead the development of the Customer Experience Strategy at AFCA.Develop, facilitate and collate Consumer and Member research and feedback activities including surveys, focus groups, and other voice of customer inputs.Use this data to inform best practice and prioritisation of activities across AFCA, working closely with Operational Excellence, Operational Delivery, Rules and Decision makers.Work closely with external stakeholders, industry groups and regulators.Create and execute a body of work to drive customer excellence, being data driven, curious and focused on what it means to provide customer experience best practice.Create and maintain a calendar of events for member engagement, including forums, webinars, roadshows.Lead the content development for consumer and member engagements, plus newsletters and other communications.Project management and coordination that is required to seamlessly deliver these engagements.Change management with members and internal stakeholders helping drive execution of suggested recommendations.Build and maintain strong relationships with operational teams and work closely with an aligned approach to building value for our customers.QualificationsDeep experience leading a high performing team focused on exceptional customer experience.Demonstrated project management methodologies with a focus on constant collaboration and working in iterations.Relevant tertiary qualifications and/or post graduate qualifications in customer experience best practice and change management.Demonstrated ability to scope and deliver successful customer experience initiatives.Understanding of government and regulatory processes is desirable.Ability to champion change and influence stakeholders.Success managing a diverse customer experience function and resources within a complex and changing environment.A track record of driving performance excellence through team building, coaching and mentoring, performance feedback, and managing under-performance.Proven experience to lead and sustain change.Personally resilient with high levels of self and situational awareness and emotional intelligence.Additional InformationBOSS Best Places to Work 2024 – credited for its culture, engagement and flexible working arrangements.Employer of Choice Public Sector and NFP – Australian HR Awards 2023.Accredited as a Family Friendly Workplace.Hybrid working from home and our state-of-the-art office and facilities designed for collaboration and wellbeing.Progressive and inclusive leave entitlements, including flexible public holiday leave, women's health leave, 18 weeks paid parental leave, and more.Not For Profit salary packaging benefits.Life at AFCAOur people are at the centre of everything we do.
We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers.
At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive.
To apply:If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don't meet every single criterion.
We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities.
We strive to provide a recruitment experience that's fair, inclusive and accessible.
AFCA is a 2024 Circle Back Initiative Employer - we are committed to responding to every applicant.
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