Customer Lead

New full time permanent role - Customer Lead - Sydney CBD - Hybrid work model

• Lead the charge in continuing our transformation as a customer-centric organisation through insights, strategic planning and implementation.
• Drive initiatives to enhance the overall customer experience, identifying and addressing key moments that matter.
• Collaborate with cross-functional teams to develop innovative programs and practices that prioritise customer satisfaction.
• Leverage your analytical expertise to interpret customer feedback and data, turning insights into actionable strategies to drive the customer experience.
• Excellent Base Salary + Super and NFP Salary Packaging Benefits (extra $18,550 tax-free) - Take home more pay.

Are you passionate about driving organisational change towards customer-centricity? Do you have a knack for systemising and implementing strategies that enhance the customer experience?

Uniting is seeking a dynamic individual to join our team as a Customer Lead. In this role, you will contribute to the development and execution of our Enterprise Voice of Customer initiative, playing a pivotal role in shaping Uniting's evolution into a truly customer-centric organisation.

Responsibilities:

• Leadership: Drive the delivery of our customer promise and philosophies of care by monitoring key Voice of Customer channels and implementing system-wide improvements.
• Strategy Implementation: Work with directorates to collect and analyse customer feedback, define experience standards, implement customer-centric processes, and track performance metrics.
• Initiative Driving: Lead initiatives to address critical moments that matter, fostering innovative programs and practices that enhance customer-centricity and service quality.
• Collaboration: Partner with cross-functional teams to drive opportunities that support the Voice of the Customer, foster coordination across the organisation, and deliver continuous improvement.
• Coaching and Development: Provide coaching support to build capability within Uniting services, ensuring engagement and feedback translate into meaningful improvements in experience and service design.
• Project Delivery: Contribute to the delivery of specific projects within the Business Plan, leveraging your leadership, communication, and project management skills.

Qualifications:

• Bachelor or master’s qualification in a relevant business field or equivalent experience.

Experience:

• 6 or more years of experience in customer experience leadership or related roles, with a proven track record of analysing customer feedback and data to drive improvement.
• Strong analytical skills, with the ability to interpret data and draw actionable insights, along with proficiency in customer experience tools and approaches.
• Demonstrated leadership experience communicating across all levels of an organisation, from executive through to frontline.
• Extensive coaching and/or change management experience, with a passion for driving social change and contributing to organisations of influence.

Even better:

• Lean Six Sigma methodologies; Business Process Improvement; Service redesign methods to improve efficiency and satisfaction.
• Postgraduate qualifications in Business and/or Change Management.

 PD - Customer Lead.docx

If you're ready to make a significant impact by leading the charge towards customer-centricity at Uniting, we want to hear from you. Join us in our mission to deliver exceptional experiences and drive positive change in the lives of our consumers.

How to apply: If you are ready to make a significant impact shaping Uniting's evolution into a truly customer-centric organisation, please attach your CV and a brief cover letter telling us about yourself and why you would like to work with Uniting.

For all enquiries, please contact Louise Massie via email *******@uniting.org

Applications will be reviewed upon receipt, please apply today!

What We Offer You:

• A rewarding career with a leading human services organisation.
• Competitive remuneration package.
• Up to $18,550 NFP salary packaging available.
• Fitness Passport.
• Purchase of additional leave.
• Extensive opportunities for professional growth.
• Flexible work hours for work-life balance.
• A supportive and inclusive work environment.

Diversity and Inclusion:
We value diversity and encourage applications from individuals who identify as Aboriginal or Torres Strait Islander. Employment with Uniting is subject to satisfactory background checks, including a National Police Check and Reference Checks.