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Customer Experience Manager


Sydney, New South Wales

SNSW Grade 11/12 - The package includes a base salary range of $132,140 - $158,969, plus employer’s contribution to superannuation and annual leave leading.

At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering a positive customer service experience!

The Role
As a passionate and experienced Customer Experience Manager, you will represent and advocate for the Voice of the Customer (VoC) embedding a customer first focus for the Easy to do Business (EtdB) program. You will work proactively to identify and map the journey of our small business customers and agreed priority industries to understand and articulate the customer experience, to enable, inform and lead the design and development of product solutions, communications and engagement plans, stakeholder management and consultation.

As a Customer Experience Manager, you’ll use your skills to:
Develop a corporate policy platform, guidelines, tools and materials that satisfy the diverse stakeholder and engagement needs of the organisation and its customers.
Support the delivery of a program to realise a range of efficiencies, benefits and government regulation and reform initiatives within a fast paced, agile, high volume environment.
Deliver the optimal end-to-end customer experience across agreed priority industries.
Play a vital role in the planning and implementation of solutions that guide and inform about a customer journey and customer experience to improve the customer interaction and satisfaction
Drive the development and implementation of “How to” processes in collaboration with Agencies, to be translated into user guides for customers.

As a Customer Experience Manager, you’ll have:
Extensive knowledge & proven management level experience in development and delivery of end-to-end customer experience strategy and execution working across multiple industries.
Passionate about providing high quality customer service and a desire to exceed customer’s expectations.
Tertiary qualifications in a relevant marketing and/or Business discipline is required.
Exceptional research, analytical and problem solving skills
Demonstrated knowledge and experience in managing a team, delivering projects in a complex, agile and fast paced business environment.
A motivated, hardworking attitude and some serious hustle

Location Sydney Region-Sydney City
Work Type Full-time
Number of Positions 1
Total Remuneration Package: Package includes base salary ranging from ($132,140 - $158,969), employer's contribution to superannuation and annual leave loading.
Closing Date 28-Jan-2018
Job Category Program management
Organisation Service NSW
Tags: Government jobs, Customer Experience Manager,NSW DFSI


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