Customer Experience Specialist
Core
Scoping, planning, and implementing consumer-centric projects and initiatives to improve and measure the consumer experience across aged care, home care, dementia care, and palliative care services.
Role type
Senior IC Customer Experience Specialist
Builds
Unified consumer experience programs and data-driven improvement initiatives
Domain
Healthcare (Aged Care, Dementia, Palliative) + Customer Experience
Deliverable
product features
Required skills
Project scoping and planning, Consumer journey mapping, Voice of Customer survey management, Stakeholder management, Data analysis for insights, Process improvement, Team leadership
Preferred skills
CRM platform experience (Salesforce, HubSpot), Post-graduate degree in Business/Marketing
Technologies
Salesforce, HubSpot
Responsibilities
Develop implementation plans for organizational and process changes, Map consumer journeys using multi-system data, Manage and report on consumer feedback tools (NPS, surveys), Champion consumer needs by adjusting processes and behaviors, Lead and manage project teams to achieve performance targets
Seniority
Mid-Senior, hands-on IC with team leadership
