Customer Experience Advocate
Call Centre and Customer Service
The Customer Experience Advocate will play a key role in the Customer Experience, responsible for driving a culture of high performance in customer service. Critical to the team is a collaborative approach to ensuring the customer is heard and services are improved based on customer insights and expectations. Working within the Planning and Development Department reporting to the Director of City Futures the position will use a variety of metrics and KPI’s to monitor customer service
Key Functions of the role:
-Lead and design customer experience initiatives in line with the Customer Strategy.
-Work across the business supporting teams to use human-centred design approaches such as design thinking and customer journey mapping to design services that meet customer needs and expectations
Successful candidates will be able to demonstrate a successful track record in designing and implementing customer experience initiatives within a large, highly complex organisation. Experience in delivering or driving change programs will also be an advantage, 6 Sigma certifications will be highly desirable. Ideally you will have experience in a large call centre environment and have the ability to speak to all types of customers.
To apply for this role, please forward a WORD version of your resume, PDF’s will not be accepted.