Address
Form of workLocation : Sydney
Day Rate : $800-$850 p/d
Contract Length: 9-Month Contract
As a Customer Journey Expert, you will report to a Chapter Lead, who will be responsible for leading, supporting, and developing your craftsmanship. The role may include the responsibility of being a Product Owner within a squad, where you will decide what the squad works on, be responsible for meeting KPIs, and set key priorities.
Responsibilities:
- Working Effectively in Agile Teams
- Leverage your technical expertise and experience to contribute to all sprint events
- Co-manage and prioritise the backlog at the user story level, derived from features
- Participate in Chapter meetings and standard scrum events for the squad (stand-ups, refinements, reviews, retrospectives)
- Support the agile way of working and be a role model, contributing to its development
- Ensure team performance and satisfaction improves, with higher customer satisfaction metrics and increased velocity of user stories completed
- Maintain joint team responsibility for results, completing sprints on time, within budget, and to a high quality
- Represent the voice of the customer, with a strong vision for attracting and retaining customers
- Continuously improve the customer benefits and key moments of truth offered by the organisation
- Act as the business owner for product and service solutions, responsible for designing, developing, and operating these solutions to help customers achieve their goals
- Share responsibility for providing a differentiated experience for customers across all related products, services, and touchpoints
- Monitor and evaluate marketing efforts, products, services, distribution, customer contact strategy, and adjust or recommend changes as necessary
- Ensure customer satisfaction is high, with positive feedback and metrics, while also meeting business financial targets
- Determine and formulate business and product requirements for existing and new products and services, within relevant frameworks
- Manage product risks and requirements related to customers, suppliers, and stakeholders, including financial and non-financial risks
- Manage and resolve incidents, events, and issues, and propose and implement structural improvements to work processes, products, services, or channels
- Develop and enhance products in a profitable and appropriate way to achieve business goals
