Orange, Blue Mountains & Central West NSWRIC (Regional Investment Corporation) is an Australian Government finance provider for farmers and farm-related small businesses.
We provide low-cost loans to strengthen Australian agriculture and grow thriving regional communities.
RIC farm loans support our customers to prepare, manage through and recover from drought, natural disasters or biosecurity risks causing severe financial disruption.
We help accelerate plans for first-generation farmers and next-generation farmers.Your future at the RIC:As the Customer Experience Manager, you will develop artefacts and mechanisms to effectively disseminate customer insights that facilitate decision making, priority setting and innovation across RIC.
Your focus will be working with a variety of cross-functional stakeholders to act as a key advocate in the customer experience ensuring that the RIC remains customer-centric by integrating customer feedback into our processes, contribute to our ongoing process improvements and embed a customer-first mindset.What you will do:Preparing and analysing internal and external data, translating it into actionable insights that enhance customer and business efficiencies.Designing and executing a quarterly review of customer feedback, insights, reporting and providing recommendations aligned with our overall strategy.Developing and implementing customer experience strategies that are driven by customer insights, data analytics and market trends that are aligned with business objectives.Managing the Voice of the Customer program to ensure feedback and insights are used to continuously improve RIC's products and services.Communicate the customer experience vision and progress to key stakeholders, ensuring alignment with broader strategic priorities and driving buy-in across the organization.Work with internal Salesforce team to implement changes to uplift program efficiency and analytics capability via data integration, automation and AI.Be the custodian of the RIC's user interaction with our Salesforce CRM, and key customer delivery lead for all change and project initiatives.Manage the day-to-day development and coaching of the frontline contact centre team and associated processes and functions.Be the first point of contact for response, management and resolution of customer complaints, liaising with appropriate stakeholders and escalating matters, where required and in accordance with RIC processes.Other Duties as required.You'll be proud of:Working for an organisation that helps to build a stronger Australia through thriving regions.Joining a workplace that is bold and acts with purpose, is down to earth, and embraces difference and acts as one.Contributing towards improved capabilities that meet the emerging needs of the business.Is this job for you?Located in Orange, NSW with flexible/remote work options considered.Generous employment conditions such as paid Christmas shutdown leave, salary sacrifice options, health & fitness reimbursement and more!Salary range $124,158 - $146,068 per annum + superannuation.High level research and analytical skills (including conceptual and problem-solving skills) and sound judgement.Strong internal and external stakeholder management skills including an ability to work collaboratively at all levels.Ability to advocate for the customer experience and work cross-functionally with leadership, operations, and frontline teams to embed a customer-first mindset.How to apply:Apply by submitting a current resume/CV.Attach a statement of no more than 750 words aligning your skills and experience to the job and the capabilities required to perform it.Applications close Wednesday, 20 November 2024, 11pm.Keen to learn more:Visit jobs to learn more about the RIC and view the position description.The successful candidate will be required to undergo pre-employment screening including a National Police History Check and must have the right to work in Australia.RIC has the right to interview for this position prior to the closing date.RIC is an Equal Opportunity Employer and is committed to fostering a diverse, safe, and flexible workplace that values differences, supports inclusiveness and encourages all employees regardless of gender, cultural background, disability, sexual orientation, or caring responsibilities, to achieve their potential.
You must have a Permanent Right to Work in Australia to apply for this position.
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