customer experience manager in Petersham

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job details

petersham, new south wales
marketing & communications
job type
working hours
reference number
lara drinnan, randstad
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job description

As the Successful candidate, you will be responsible for managing the development, implementation and ongoing review of a customer service framework

Key accountabilities

  • Lead the development and delivery of the service blueprint for core small business and agreed priority industry customers to understand and identify all touch points and informs the customer journey representing the end to end user experience
  • Develop and implement the Customer Value Proposition (CVP) for core customers and agreed priority industry customers
  • Drive the development and mapping of the associated customer journeys to understand the process, pain points and thinking for small businesses and agreed priority industry customers, in order to create an awareness of their needs and develop the customer strategy to embed a customer centric approach that is current and relevant and makes it easier for them to complete their business
  • Engage External Agencies associated with each priority industry and work collaboratively to develop and implement improved and streamlined processes to ensure that an optimal customer experience is delivered
  • Drive the development and implementation of “How to” processes in collaboration with Agencies, to be translated into user guides for customers
  • Develop and socialise the optimal customer experience as derived and tested from the relevant service blueprint and customer journey/s for each industry and stage, to enable informed decision making and development of product marketing and communications by key program streams engaging directly with customers
  • Plan and lead the ongoing review and testing of customer journeys to ensure relevance and currency at every stage across full lifecycle
  • Consult, align and inform customer experience outputs to project scopes and expectations in conjunction with company guidelines
  • Apply analytics techniques to datasets, and visualise data in compelling ways
  • Maintain a constant measure of customer adoption and engagement across all channels through accurate reporting and metrics, translate learnings, information and research data into meaningful insights and recommendations
  • Deliver complex analytical solutions in a commercial context and develop key metrics and measures and regularly report on customer satisfaction and delivery against Customer Stream objectives and expectations, using this insight and data based decision making to optimise the customer experience

Key challenges

  • Managing key dependencies and wide range of complex interrelating issues with key stakeholders and project working groups as required
  • Maintaining the integrity of all customer reporting, in a timely and relevant manner, ensuring it represents a factual picture of what is happening across a range of projects and stakeholders
  • Supporting 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
  • Develop a corporate policy platform, guidelines, tools and materials that satisfy the diverse stakeholder and engagement needs of the organisation and its customers.
  • Keep abreast of external factors which may impact the organisation, including emerging social, political, environmental and stakeholder issues.

Should you meet the criteria above please apply via the link online. For any questions contact

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


Customer Experience Manager



educational requirements

Secondary School/High School