Customer Experience Lead

We've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.
This opportunity
The Customer Experience, Continuous Improvement and Quality function is accountable for articulating and delivering the Operational Roadmap through Continuous Improvement & Strategic Projects, governing Process and Operational Excellence and Knowledge Management, and delivering key strategic projects. It spans multiple customer segments including Business, Enterprise, Government and Wholesale across all fixed & mobile products.
The Customer Experience Lead will design and deliver a program of work to measure and drive improvements in Customer Experience across Enterprise, Government and Wholesale (EGW) segments.
Responsibilities

• Managing the collection, analysis and follow up of Customer Experience data (including NPS) at both the transactional level but also account (customer sentiment) level.
• Establishing and chairing Customer Experience forums with internal stakeholders to provide visibility on findings and improvement programs.
• Building and embedding processes to identify CX opportunities and drive an improvement program of work with other senior leaders and their teams to embed any learnings quickly.
• Evolve the Customer Experience program to ensure continued alignment to all customer journeys, prioritised episodes, workflow and strategic goals as we transform our systems and processes.
• Articulate and deliver the CX Roadmap to uplift Customer Experience in prioritised pain points (informed by NPS)
• Being the champion and role model of a 'Customer Experience culture' within EGW by developing enabling tools and an appropriate reward framework.

Knowledge and experience

• Demonstrated expertise in Net Promoter Score (NPS) Program implementation and / or management.
• The tenacity and curiosity to test, experience and challenge current processes and customer touchpoints to constantly find a better way. Experience doing this within a B2B setting will be an advantage.
• The ability to extract meaning from often ambiguous and incomplete data, with the ability to 'drill down' and identify the essence and drivers of customer feedback.
• Proficiency in Customer Experience strategies, human-centered design, and customer journey mapping, enabling the creation of customer-centric solutions.
• Proven experience having driven change initiatives, preferably within a technology setting.
• Extensive background in driving customer-centricity and NPS improvement.
• The ability to set context and effectively communicate in a structured and precise way to senior stakeholders, with differing levels of background and subject matter expertise.

Benefits and perks

• Flexible hybrid way of working (from home and office)
• 'Stay Connected Mobile' - Access to a free mobile plan
• 'Stay Connected NBN' - Access to a free NBN 100 plan
• 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Bolder and better together!
Don't meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!
We're all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn't align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.
We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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