CX Consultant

Job Title: CX Consultant
Contract Type: Contract
Location: Sydney
Salary: Great rates on offer!
Start Date: 2020-01-08
Reference: JO-2001-536972
Contact Name: Petrina Hudson
Contact Email:
Job Published: January 08, 2020 17:25

Job Description

Talent International are excited to be partnering with a national telco to source a CX Consultant. You will accountable  for the company's CX Insights program, within the Customer Insights & Experience function. Reporting directly to the General Manager CX & Design, you will be a senior influencer across the business, with executive level reporting and deliverables, and would be considered 2IC within the team. This is a newly created role to support the increasing focus and exec level accountability of CX.

Key Accountabilities:
  • Manage the quality, content and frequency of customer insights delivered by the team, and ensure they meet requirements of internal customers / stakeholders-Manage proactive insights generation across multiple sources and the identification of new opportunities
  • Lead the continual development of the CX insights practice to industry best practice and improved value to the business and its stakeholders
  • Manage the delivery of the VoC program and reporting
  • Lead the VoC Forum, ensuring appropriate representation from across the business 
  • Be the voice of customer / CX insights across the organisation ensuring a clear communications and change plan exists to keep people at all levels of the business informed
  • Ensure CX insights team members are highly engaged, are able to deliver to performance plans and stakeholder expectations, and take on appropriate delegated decision making for the General Manager 
About you:
  • 8+ years practical experience leading CX, insights or research projects end-to-end and applying VOC / customer insights into business environments 
  • Competence in one or more design disciplines (eg: Customer Experience, Service Design, Design Thinking, Human-Centred Design, User Experience etc)
  • Experience in educating, communicating and facilitating people on Customer Experience or Design Thinking methodologies
  • Expertise in developing and leading insights programs, VoC and CX measurement / metrics programs
  • Strong experience in leading / influencing complex CX measurement / metric programs (including numeric and text-based customer feedback)
  • Telco experience is highly desired

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