This is a Voice of Customer Lead role with one of the leading companies in AU right now -- THE ICONIC -- with an amazing team.
They are continuing to grow rapidly.
This is the chance to join right as the takes off. More About the Role at THE ICONIC As the Voice of Customer Lead you will be the advocate for our customer needs in every aspect of their journey at THE ICONIC.
What you'll do Write clear and concise documents expressing complex concepts to improve our CX in a logical manner and able to present decisions to leaders & departments. Plan, develop and execute CX programs within the department across the entire project life cycle & contribute to broader ICONIC projects to ensure we are customer centric. Leading the overall Process improvement opportunities within the CS team & guide the PI & Training team to prioritise the most impactful initiatives. Constantly analyse qualitative and quantitative user feedback data to uncover opportunities to improve both our customers and user experience. Provide reports and findings to ICONIC product teams to ensure these opportunities are captured on roadmaps Work closely with the Head of Customer Service to execute on the overall CS strategy What we are looking for: Minimum 3 years proven experience in a CX project role, or in a similar customer-focused role. Proficiency in Zendesk is essential for this role. Strong leadership and management skills, with the ability to motivate and mentor a team of customer service professionals. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members Responsible for preparing and submitting weekly/monthly reports on key performance metrics to senior management, ensuring accuracy, clarity, and alignment with organisational goals Leads the development and execution of customer journey mapping initiatives to identify key touchpoints, pain points, and opportunities for enhancing the overall customer experience across all channels Manages end-to-end customer service and CX projects, overseeing planning, execution, and delivery to ensure projects meet objectives whilst enhancing customer satisfaction and operational efficiency
If you don't think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career that's right for them.
We model this in our hiring process for our partners like THE ICONIC. ? Applying here is the first step in the hiring process for this role at THE ICONIC. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors.
To put it simply, Hatch is for everyone.