CX Specialist - Sydney, Australia - DLL

DLL Sydney, Australia

2 weeks ago

Description

CX Specialist

An exciting new permanent opportunity has become available within the ANZ DLL team for a CX Specialist. This role aims to exceed the end-to-end needs of our partners and customers and offer an amazing customer experience when doing business with DLL. DLL is looking to accelerate its speed of change to enhance the customer experience via a more effective delivery model, increasing our competitiveness, and positioning DLL for continued success in a rapidly changing marketplace. The role will have a strong customer focus and will aim to further improve the speed, quality, and ease of doing business.

This role supports the ANZ Transformation Team with the collection and analysis of partner/customer feedback and behavioural data, to support best in class customer experiences and identify opportunities and solutions that deliver measurable improvements across DLL. You will represent our partners and customers when taking a comprehensive look at our existing processes and touchpoints with the ambition to simplify, and to act as the business consultant and SME for our customers and CX strategy across improvement projects. You will engage in a cross-functional ecosystem (Digital Lead, Delivery Managers, Product Owners, Marketing, Operational Excellence & Global CX team) to ensure the successful execution of the CX strategy of the ANZ Business. This role will be based in Sydney and will include flexible working arrangements.

Find out more about how you can unleash your full potential at DLL.

Day to day:

Develop a regional CX strategy and translate it into concrete goals, plans and deliverables of the change agenda of ANZ.

Partner and liaise with global CI/ CX functions to ensure global alignment of ANZ CX initiatives and strategy.

Keep up-to-date with market trends and develop CX initiatives that support new product development and service models.

Report insights to findings to broader business to align to overall CX strategy.

Conduct current state journey interviews, analyse the journey data, and facilitate future design workshops to co-design the futures state for key partner and customer segments.

Build & mature closed-loop process for all feedback collected to operationalise the voice of the customer.

Be responsible for partnering with our partners and customers in creating and validating the designs and ideas for improving the touchpoints in their journey.

Coach & support DLL teams in their journey mapping, journey analysis, journey design and channel improvement efforts.

Act as the key Voice of the Customer contact for Global Digital Interaction specialists, Regional CX Leads and Regional Product Owners.

Utilise data management tools to establish a continuous stream of data to monitor, analyse and report out on key CX metrics.

Streamline data requirements & information flows to combine operational and CX data.

Co-design, create and monitor dashboards, reports, and data visualisations to: identify key trends and outliers,track impact of improvement efforts,inform data-based decision making

Own NPS and CES reporting for ANZ Business.

All members enjoy

Two working days per year volunteering for a local charity.

Health and Wellness program including healthy food, free health checks, fun health & vitality activities.

Flexible hours with possibility to work from home

Career development opportunities: online learning, member development programs.

Click this for an overview of all the benefits in your region.

"We not only live up to the expectations of our customers for today, but also anticipate their market needs of tomorrow."

Essentials

University Degree in relevant domain, and / or 3-5 years of experience within CX department or environment.

Proficient in User Research, Journey Mapping & Future State Design.

Proficient in Design Thinking.

Good consulting, coaching, presentation, analytical and stakeholder management skills.

Customer-centric, data-driven, and Agile mindset.

Proven track record in translating customer feedback into to an enhanced customer experience.

The ability to capture and communicate the voice of our customers.

Ability to autonomously manage multiple tasks simultaneously within a continually changing environment.

Comfortable in fast-paced, politically sensitive environments, with different stakeholders at different levels.

Strong collaboration, vendor management, problem-solving, analytical, cooperation and interpersonal, communication, and presentation skills.

Extras

Experience working in an international environment.

Data analysis & interpretation.

Interviewing and facilitation skills.

Choose Wellbeing

DLL's wellbeing ambition is to educate, equip, and empower members to build connections, manage their mental, emotional, physical, and financial wellness, and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

Connection – Build meaningful connections with other members

Health – Manage mental, emotional, and physical health

Finance – Provide learning opportunities to help members achieve personal financial health

Lifestyle – Maintain balance between work and life priorities

These are the things that matter to our members and the wellbeing of our members matters to DLL

Settling in

At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We come from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and a honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative – an interconnected network – that comes together every single day with one goal in mind: Partnering for a better world .

Good to know:

The selection process may involve an assessment

Applications via email will not be reviewed. Please apply online via our career website

DLL's referral program applies

DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring subject to successful completion of a background check.

DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.

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