Senior Manager Customer Experience

Senior Manager Customer ExperienceJob no: 500389
Work type: Permanent - Full Time
Location: Melbourne
Categories: Retail Markets

• Lead the Customer Experience team to delivery on strategic priorities
• Design experiences to improve end-to-end customer journeys
• Work from home options | Energy Discounts |Career Growth Opportunities

The better way forwardAs one of Australia's biggest energy retailers, with over 1.1 million customers, we have big plans for how we'll help transform energy in affordable and sustainable ways over the coming years. It's a genuinely exciting time for us, and it means we can offer opportunities to do work that makes everyone's future better.Your part in itReporting to the Head of, Customer Experience & Business Improvement, you will be part of a supportive and customer-centric team, responsible for connecting customer drivers to value and supporting the overall achievement of strategic goals. Your passion for the customer and collaborative nature will see you play a pivotal role in bringing the customer to life across all areas of the business, supporting a customer centric culture in which everyone can participate.What you'll get out of itWe're a welcoming bunch who put our energy into being the best company we can be. For us, this means shared respect, great communication between teams, acting on our ideas, and looking out for each other's wellbeing. There are plenty of great perks, from flexible working to a long list of exclusive Alinta benefits.What you'll put into it

• Delivering the overall Customer Experience strategy by working with key stakeholders and partners to build and execute the CX roadmap
• Leading the development of comprehensive customer journey maps and identifying opportunities for improvement
• Leading the development of, and continually improving a fit-for purpose CX capability that supports key activities and artefacts, including customer journey maps, CX measurement, VOC information and CX design capability.
• Provide guidance, mentorship, and coaching of CX to team members and other stakeholders/partners
• Collaborate closely with cross-functional teams, including product managers, functional leads, marketing/communications, designers, digital, and data analysts

What you'll bring to it

• Bachelor's degree in relevant business discipline
• Significant experience in CX related roles, with a proven track record of successful leadership in change or transformation
• Strong understanding of customer journey mapping, customer segmentation, and customer lifecycle management and a demonstrated track record of developing and implementing successful Customer Experience strategies
• Exceptional analytical skills, with the ability to interpret data and insights to drive informed decisions
• Exceptional influencing and stakeholder management skills

Join us in shaping and enhancing our Alinta Energy customer journey.Like what you're seeing?If you like the sound of this, and you've got experience in a similar role, we'd love to talk to you. Come and discover better together with Alinta Energy.We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.If your application progresses, we will need to complete background and pre-employment checks, such as immigration checks, reference checks, criminal background checks, qualification checks, and additional checks for roles related to finance.We look forward to hearing from you.Click 'Apply' to submit your application.
Closing date: Sunday 14th July
LinkedIn#LI-CH1Advertised: 28 Jun 2024 AUS Eastern Standard Time
Applications close: 14 Jul 2024 AUS Eastern Standard Time