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May

Customer Experience Specialist

Talent International - Brisbane City, QLD

IT
Source: uWorkin

JOB DESCRIPTION

Talent International is searching for an experienced Customer Experience Specialist to join our client, a reputable superannuation company based Brisbane, QLD. This is a permanent position that will join the Customer Experience and Service Design team.

About the role:
The Customer Experience and Service Design team is responsible for designing, managing and monitoring human focused services and experiences, and orchestrating what it takes to deliver these services and experiences.

The role of Customer Experience Specialist is to make positive shifts to customer and business results by designing services and solving problems with a human lens and in line with the business' strategy. They are required to utilise human centred design methodologies to deeply understand customers and the organisation's needs, and design and support delivery of enhanced experiences.

Responsibilities:

  • Design services and experiences that lead to positive shifts in customer experience and business results.
  • Conduct design research to understand the customer and stakeholder needs.
  • Maintain and develop the end-to-end and customer to core framework to bring about change across the organisation, in order to improve experiences for customers.
  • Facilitate, engage and guide a diverse group of stakeholders across the enterprise through the design process.
  • Contribute to the ongoing management and monitoring of human centred services and experiences.
  • Think and work on a systems level. Taking an end-to-end and customer to core view.
  • Collaborate and support stakeholders across the enterprise towards becoming a customer lead organisation, demonstrating the potential customer and business value of proposed initiatives to specialists and managers.

Experience required:

  • Experience in Service Design, Customer Experience Design, Customer Research or Strategy.
  • Strong understanding of the application of customer experience and service design toolsets - from ideation and prototyping to value and process mapping to facilitation to customer and industry research.
  • The ability to apply human-centred design principles across multiple contexts.
  • Understanding and ability to apply customer and design research methods.
  • Demonstrated ability to effectively lead meetings and facilitate workshops to engage stakeholders, elicit outcomes and bring a diverse range of stakeholders on the journey.
  • Advanced written and oral communication skills with the ability to translate technical concepts to targeted audiences.

Desired:

  • Relevant training or tertiary qualifications.
  • Experience in financial services.
  • Experience with Business Architecture and Business Process Management (BPM) methodologies and practices (including process architecture, process discovery and analysis, process improvement, process automation/workflow management, and process metrics and monitoring).

To find out more, please "Apply for this job" or contact Jackson Bruce on (07) 3221 3333.
[email protected]
For a list of all vacant positions, please see our website www.talentinternational.com

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