About the Role
We are seeking an experienced Customer Experience Leader to join our team and drive the design and delivery of improved customer service experiences.
This role will focus on leveraging customer insights and data to maximise the value of our technology platform, managing the product backlog, and aligning enhancements with business strategy.
The successful candidate will act as a key link between business units, technical teams, and end-users, helping drive digital transformation and process optimisation.
* Champion ownership of business processes to improve them using a sound understanding of technologies.
* Lead the design and implementation of customer research activities to inform strategy and enhance service delivery.
* Identify, prioritise, and deliver CX improvement initiatives in collaboration with internal stakeholders.
* Ensure data quality, process consistency, and governance across platforms while partnering with technical teams and vendors.
About You
To be successful in this role, you will need:
* A Bachelor's degree in Business, Information Systems, or related field.
* Proven experience as a Product Owner, Product Manager, or similar role with Salesforce; Aptumo experience highly desirable.
* A strong understanding of CRM, case management, and billing processes.
* Experience translating complex business requirements into user stories and acceptance criteria.
* Familiarity with Agile and Scrum methodologies.
* Experience identifying or supporting the implementation of AI or automation initiatives is a plus.
Benefits
As part of our team, you can expect:
* A monthly accrued day off.
* Time off over Christmas.
* Flexibility to shape your work to suit your lifestyle.
* Generous parental, carer, and workplace study leave policies.
Ours Values
We welcome applications from individuals of all abilities and are committed to creating an accessible and inclusive workplace for everyone. If you need any support during the application process, please contact us.
We look forward to hearing from you.