About the role:
  
Your main responsibility will be to conduct customer research, analyze data, and design and implement internal and external customer experiences that align with our company's strategic goals. Collaborating with a team, you will synthesise research, voice of customer and voice of employee feedback, and work with business stakeholders to improve the overall customer experience. You will lead strategic analysis efforts and propose practical ways to enhance customer satisfaction. Additionally, you will support project planning, participate in committees, and ensure effective project management, testing, and implementation for the Claims Optimisation Team.

Key responsibilities:

• Apply informed judgement to all related activities and incorporate improvements within the project lifecycle.
• Establish goals and organise essential documents related to committee management, including communication strategies and project plans.
• Drive customer-focused co-design that strikes a balance between customer needs, wants, and organisational constraints.
• Comprehend the overall customer experience strategy and determine necessary changes to ensure a culturally sensitive and secure experience.
• Facilitate workshops and collaborate with both customers and our team to redesign customer journeys.

About you:

• Skilled at empathising with customers to understand their perspectives, anticipate their needs, and proactively meet their expectations.
• Demonstrated ability to facilitate productive discussions and workshops with both internal and external stakeholders to identify issues.
• Capable of making decisions and devising effective solutions that consider potential outcomes.
• Experienced in managing change, including leading individuals through transitions to achieve business objectives.
• Proficient in creating visual or service designs that incorporate research and recommendations.
• Large enterprise background strongly regarded

If this sounds like you or someone you know, get in touch! If this role is not quite what you're looking for but you’re in the market for a new role, reach out anyway! I recruit specifically in this space and would be thrilled to help you find your dream job with one of my amazing clients!

Reese Provost | Senior Consultant CX, UI, UX, and all things Product
reese@justdigitalpeople.com.au