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Manager - CX Insights

Location:

New South Wales

Work type:

Full Time

Classification:

Information & Communication Technology

Salary:

$130000.00 - $170000.00 per annum

Job reference:

JO-1805-519691

Start date:

2018-05-18

Contact email:

lauren.johnson@talentinternational.com

Advertiser:

Lauren Johnson

Talent International is excited to be working in partnership with a nationwide Telecommunications company who is seeking a talented and passionate Customer Experience Insights Manager. This is a newly created role as a result of the wider business increasing and continues focus of CX.

The CX Insights Manager is the owner of the CX insights across key stages of the customer journey/customer segment. You're an experienced SME, an influential leader, and a champion of the customer.

The successful candidate will be confident, influential, and have the ability to wear many hats and to work in a fast paced ever changing environment.

Responsible for developing actionable insights and stages of the customer journey/segments, identifying CX improvements and opportunities, Andres presenting the customer/VoC into programs within the wider business.

As an experienced CX insights practitioner, you will have a focus on delivering improvements to the customer journey and business through strong analytical skills.
  • Ability to identify insights into the CX leading to improvements
  • Ability to analyse and synthesize multiple sources of data and resource to develop actionable insights.
  • Ability to identify key causes of customer pain points.
     

    Working closely with the CX Design team and wider business to develop solutions and products that drive improvements.,
  • You will be responsible for delivering meaningful insight reports to bring to light what is driving the CX, what can be done to improve it.
You:
  • An excellent communicator - you can communicate complex messages clearly and succinctly.
  • Significant and relevant experience - CX, insights, customer research
  • Competent in human-centered design (CX, service design, UX etc.)
  • Experience in educating and communicating CX and Design Thinking methodologies
  • Understanding of product &project management practices e.g. agile and Kanban walls.
  • Strong stakeholder management skills
  • Ability to lead the creation of key CX artefacts (including; insights reporting, personas, segmentation, customer journey maps, service design blueprints)
  • Strong experience in leading/influencing complex UX measurement/metric programs.
 
For more information, please contact Lauren on (02) 8240 9547, or please send your CV directly to: lauren.johnson@talentinternational.com
 

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