Our WhyDatacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives by turning the imaginable to reality. Datacom enable our customers, communities and countries to thrive and shape their own futures.About the Role (your why)The Experience Manager is a pivotal role responsible for orchestrating the delivery and continuous enhancement of customer and employee experiences. This role acts as a strategic liaison between customers, business leaders, and internal teams, ensuring that customer insights are translated into actionable strategies that drive service excellence and business growth.Our offices are based in Melbourne, Canberra and Adelaide - We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. This is a Hybrid role where you will be in the office 2 to 3 times per week.Please note that to be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline or NV1 security clearance.What you’ll doAs the Experience Manager, your responsibilities will include, but not be limited to:
- Develop and implement comprehensive strategies for customer and employee experience, ensuring they contribute to the organisation’s growth and customer satisfaction
- Act as a bridge between customers and business leaders to ensure customer perspectives are integrated into business decisions, leading to enhanced product and service delivery
- Direct the Program of Work, including key initiatives and transformation projects, while focusing on critical success metrics such as service optimisation, cost reduction, and quality improvement
- Lead the adoption of new processes and technologies, facilitating large-scale digital transformations to enhance operational efficiency and customer satisfaction
- Provide executive-level insights to influence strategic decisions and drive service improvements, ensuring alignment with our vision and goals
- Oversee knowledge management and Shift Left strategies, promoting a culture of knowledge sharing and proactive problem-solving
- Engage with senior stakeholders across functions to support the rollout of new products, features, and services, ensuring a seamless customer and employee experience.
- Implementing a principle-driven health and safety culture that cares for employees and ensures their safety in line with Datacom policy.
- Taking reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others. Reporting all incidents, hazards, or unsafe work practices as per Datacom policy.
- Strong knowledge of business strategy, sales, and customer experience principles in a Service Desk environment
- Strong business acumen with the ability to deep dive into data to find root cause issues and find solutions that improve the Customer Experience.
- Previous experience as an Experience in Chief Experience Officer or General Manager – Customer Experience or similar role driving the large-scale transformation (200+ seats) in a geographically diverse environment
- Ability to follow processes and operational policies in selecting methods and techniques for obtaining solutions
- Ability to run executive meetings and presentations internally and externally. You will also need to negotiate with cross-functional teams to deliver on projects that will improve the Customer Experience.
- High-level strategic thinking and problem-solving skills
- Ability to communicate technical concepts and align them with client business goals and objectives
- Ability to work in large, collaborative teams and gain the cooperation of others
- Excellent customer relationship-building and management skills
- Excellent attention to detail