Overview
About The Role: The ANZ Customer Experience Team is dedicated to delivering seamless and impactful customer experiences through policy development and enhancement, product launches, automation, and strategic initiatives. This role will lead projects such as GenAI support experiments, channel strategy revamps, courier churn reduction and improving conversion of sign-up campaigns. This is a critical role balancing a cost-efficient support operation with ensuring earners on our platform feel heard and valued.
Your Impact In Role
- Accountable for overall support experience - You will be accountable for the overall experience of ANZ Earners when they engage with our support teams. You will be responsible for key metrics like Defect Rate, CSAT, Automation Rate, Cost of Support and First Contact Resolution etc.
- Drive and manage CX programs - Oversee the planning, coordination, and execution of customer experience initiatives, ensuring programs are delivered on time, aligned to objectives, and effectively communicated across teams.
- Drive experience optimisation - use data to drive evidence-based recommendations (ie policy changes/experiments)
- Manage a complex set of stakeholders - Act as a solid cross-functional partner to the business by clearly articulating recommendations, trade-offs, and implications of customer experience initiatives. Provide clarity to XFN teams by providing clear principles and decisions.
The Experience You\'ll Bring
- Highly curious and enjoys bringing clarity to ambiguous problems
- Strong analytical and problem-solving skills
- Operational and strategic balance: Able to both define a compelling strategy and dive deep into operational details when needed
- Communicate across multiple levels of the org
Preferred Experience
- Consulting and or data experience
- People management
- SQL and/or GenAI proficiency
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
Industries
- Internet Marketplace Platforms
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📌 Sr. Customer Experience Manager
🏢 UBER
📍 City of Sydney