Customer Experience Manager

Full Time or Contractor Opportunity
Please Quote Reference Number 95898

• 4+ years in previous UX/CX Research role
• Remuneration: $120,000 + super + benefits
• Hybrid work from home arrangement

The Company
Bring your passion for creating delightful experiences online, that will take your CX career to the next level with the Global Leader in Conversion Rate Optimisation, Conversion Kings.

Working with the biggest retail brands in Australia and the Globe, you will be part of an amazing CX team that curiously explores the motivations and challenges users face when shopping online. With access to enterprise level software, brands, and playbooks, you will have the freedom to identify opportunities and create creative solutions while being supported at each step.

Optimisation is the core of what we do, it's our thing, and we apply it to all areas to ensure our day, including having a healthy work life balance. With rest days (monthly paid RDOs), flexible work options (Full time or Contract), (Onsite, hybrid, remote) and easy to follow structure that gives you the freedom to focus execution and creativity. (We like hanging out in the office too!)

End-to-End Support
At Conversion Kings, we have 5 teams that work together to produce our award winning work. You will get to work directly with the; strategy, data, design, development and project management teams to collectively deliver your recommendations.

Role Description
Fulltime and or Contract positions available (Minimum 6 months).

As a Senior CX Researcher, your main goal will be to uncover why online users do not convert (purchase / enquire) and how best to influence them towards a conversion (purchase / enquiry). Your work will span across:

• Customer Research
• CX department operations
• Project management
• Stakeholder management

1 - Customer research will be performed via various qualitative research tactics to uncover user behavior, needs and motivations online based on the Conversion Kings Customer research processes and templates:

• Customer Journey Mapping
• UX & UI Review
• Search & Merchandising Review
• Information Architecture
• Customer Survey & NPS
• Session Recording
• Usability Studies
  -Competitor Review
• Conversion Review

2 - CX department operations involves coaching & development of juniors in your team and weekly sprint planning and workflow management:

• Junior coaching and development
• Weekly sprint planning

3 - Project management involves managing CX projects for enterprise clients, ensuring the project meets the objectives and is delivered on time:

• Client Onboarding
• Client meetings
• Account management

4 - Stakeholder management is performed based on Conversion Kings core values; being memorable, high level of integrity, ability to find a solution to every problem and deliver transparent results.

What will help you be successful?

At Conversion Kings we enjoy helping people and are excited about the improvement we make in our customers and clients lives. So attitude for us is number 1.

Personal skills and experience will be as listed:

• Proactive - Get it done type of focus
• Attention to detail - Impeccable communication skills
• Present - Give each task you full attention

Technical skills and experience will be as listed:

• Previous agency experience - Ability to work across a variety of clients
• Education - Bachelor's degree in either prefered in Marketing, design, analytics, or psychology
• Experience - 4+ years in previous UX/CX Research role

Remuneration:

• $120,000 plus Super.
• Management and advancement options available

Benefits:

• CXL Conversion Optimization Minidegree on signing - fully paid
• Monthly Paid Rostered Day Off (RDO) each month.
• Enjoy a day off on your birthday.
• Hybrid Work-from-Home (WFH) arrangement: 3 days in the office / 2 days remote.
• Employee of the month award / bonus
• Provided setups for both office and home offices, including computer screens, etc.
• Onsite parking available in Brisbane.
• Comprehensive training playbooks.
• Structured processes and templates.

APPLY NOW through our online application form below.