Address
Form of workWho are we?
Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.
A great place to work
When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses – not the other way around.
We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked! And here’s our commitments to you:
• Provide a diverse and inclusive workplace – because we know how important it is for everyone to be treated fairly and with respect.
• Give you flexibility – it’s important to recognise we are all unique and need to create work life balance.
• Offer paid parental leave – that supports both parent’s leave and their transition back to work.
• Create a fun environment – our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
• Work perks – that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more!
The role and what we are looking for
The Experience Designer’s primary purpose is to improve the experience of our Members and Suppliers by strengthening the relationship and perception of value they receive from Capricorn. The role is responsible for developing and updating our Journey Maps, identify pain points, collaborate with stakeholders to address these and improve the overall experience. A key focus is to work with stakeholders using a Member-centric approach to drive continuous improvement of the experience in an efficient manner. This role works alongside all areas of Capricorn Experience to build out communications and messaging that connects to both Members and Suppliers.
Key Accountabilities
Role specific
• Map out the Capricorn Journey for our Members and Suppliers through collaboration with the broader team, key stakeholders across the business and input from our Members/Suppliers.
• Design and execute initiatives that elevate the overall Member and Supplier Experience to enhance the value of the relationship with Capricorn.
• Engage with stakeholders across the business to increase awareness and understanding of the Member Journey and internal processes that impact this.
• Provide insights and evidence to the business and stakeholders as to what is best practice for Member Experience
• Define critical points in the Member and Supplier Journeys that have the biggest impact on overall experience and perceived value from the Capricorn relationship.
• Identify key processes that impact the Member Journey and work with stakeholders to optimise these to drive efficiencies.
• Leverage the wealth of research and insights we have on our Members and Suppliers to inform and prioritise the areas of opportunity to improve the experience.
• Design experiences and initiatives based on research data and stakeholder input.
• Work closely with the Group Manager of the team to understand the processes that support or prevent the delivery of exceptional experiences and drive continuous improvement.
• Manage the delivery of initiatives to ensure projects are delivered in a timely manner and the desired benefits are realised and measured;
• Develop and present business cases to stakeholders on new initiatives using evidence to support your recommendations
• Following the internal communications policy, share quick wins, news and updates of changes to the Member and Supplier experience.
General
• Adherence to Capricorn’s Code of Conduct. The code provides the standards for appropriate ethical and professional behaviour.
• Operate in accordance with our Values of Accountability, Courage, Collaboration and Trust, which provide the foundation for How We ACCT.
• Comply with Capricorn requirements, policies and procedures at all times, including Work Health & Safety system standards.
• Create and maintain a safe and inclusive work environment for self and others.
• Other duties as reasonably directed within the individual’s skills, competence and ability.
Significant Working Relationships
Internal: Capricorn Experience, Automotive, Capricorn Risk, Sales & Supply teams, Group technology
External: Suppliers, Industry groups, Members
Capabilities Required
Skills, Knowledge and Attributes
• Excellent verbal and written communication skills;
• Strong interpersonal skills, with the ability to form meaningful relationships with stakeholders and influence change;
• Ability to effectively work both within a team and autonomously, managing numerous tasks within set timeframes to meet deadlines
• Human-centred design practices to understand Member pain points and how to solve these;
• Experience and ability to map out Member Journeys considering the processes that impact them.
• Expertise in interpreting data to assist in the prioritisation of initiatives and understanding of the impact they have on Member experience.
• Understanding and awareness of the Change Management process
• Advanced skills in the use of MS Office, including Outlook;
Experience
• Previous experience in an Experience Design, Customer Experience, or Change Management is desirable;
• Proven experience managing stakeholders to deliver successful initiatives, particularly in the field of Customer Experience.
Qualifications
• Tertiary qualifications in Business, Marketing, Research, Communications or similar.
The next steps
If you think you are the right person for this role and you believe in a Member first culture, then please apply now. Applications will be reviewed as they arrive, so it is better to apply sooner rather than later. If you need any assistance or adjustments to fully participate in the application process, please contact HR at 1800 327 437.
For further information and detail on Capricorn, please visit our website at www.capricorn.coop/careers.
