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Customer Experience (CX) Specialist



Work type:



Information & Communication Technology


Geelong location, great day rate on offer $$

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Carly Llorente

As the Customer Experience Specialist working on this large Digital Transformation Program, you will be responsible for supporting the delivery of the client journey maps in line with the CX Blueprint which will guide the next phase of the digital transformation.

The CX Blueprint is critical in delivering changes to systems, processes, culture, and capability resulting in high impact improvements to overall service delivery and customer experience.

Key accountabilities
  • Embrace a human-centred approach to develop solutions improving the organisation's client and employee experience
  • Support the CX Manager in the developing and implementing the CX Strategy, Vision and Principles 
  • Develop, in collaboration with the broader CX team, omnichannel journey maps, and service blueprints
  • Map customer journeys for target client segments, using a diverse range of tools in order to support the translation of the client's voice into new systems and processes requirements
  • Conduct primary research, including focused and empathy interviews Clients
  • Work with the UX/UI designers to leverage rapid prototyping tools and techniques to test and iterate solutions
  • Organise, launch and monitor pilots to test products with clients and assess early benefits
Skills and experience 
  • Demonstrated experience managing and delivering CX projects, preferably with exposure to innovation projects, and/or utilising agile methodology
  • Solid experience applying Human Centred Design/Design thinking
  • Experienced in producing high-quality design outputs, such as customer journey maps, presentations, service blueprints, and others
  • Ability to think creatively, and develop new and innovative ways of approaching problems/opportunities and engaging with various audiences
  • Strong stakeholder engagement skills with the proven capability to build and maintain productive working relationships across a range of stakeholders, collaborating at all levels
  • Advanced skills in Above Creative Cloud, Sketch, InVision, Word, Excel, PowerPoint, Realtime Board, Slack, Jira, and Confluence
To find out more about this exciting new role please contact Carly Llorente on 9236 7704, or apply now. 

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