Senior Human Centred Design Specialist - Customer Experience (CX) - 18mth ContractMonday, 24 February 2025
Discover a career where care goes both ways!
Based in Macquarie Park with occasional travel to sitesUp to 7 Additional leave days per year + Salary Packaging + WFH options18mth Full Time ContractExciting things are happening at Catholic Healthcare! We've grown to 5000+ employees and in 2024 we celebrated our 30th year of providing care. Our Mission is to promote the dignity, life and spirituality of older people through connected and inclusive communities and our Customer Promise is - I see you, I hear you, I know you.
Our customer's experience is exceptionally important to us and due to an internal secondment, we have a new opportunity for a Senior Customer Experience Specialist with extensive Human Centred Design experience and expertise to drive and execute Catholic Healthcare's Customer Experience (CX) Strategy with their energetic, curious and hands-on approach.
Reporting to the Senior Sales and Customer Experience Manager, you will focus on gathering and analysing customer feedback, developing appropriate mechanisms to share findings with the purpose of informing and recommending ways to improve the customer experience. Your role will also encompass supporting the business to develop solutions by facilitating design discussions and workshops with a focus on human centred design and support the business to design initiatives to improve the overall customer experience across priority areas. Your exceptional communication, interpersonal and active listening skills together with your ability to effectively understand and interpret customer feedback will aid your success.
Your genuine passion for supporting an optimal customer experience and your effective stakeholder management skills will support you as a recognised and valued voice of customer.
Your days will include;
Designing initiatives to achieve the Customer Experiences strategyUtilising human centred design techniques to support the business in redesigning priority touchpoints and customer journeysIdentifying inefficiencies and gains through the redesign of key customer touchpoints and journeysFacilitating cross functional workshops to support the design of key customer touchpoints and journeysContinually championing the customer promise and identifying opportunities to deliverAnalysing customer data to identify behaviours and support data driven sales and marketing strategiesEstablishing views or power bi reports for customer dataConducting customer research, analysing and developing actionable insightsFinding effective ways to share customer voice and insights with the businessDeveloping customer personas and other artifacts to support the business decision makingDeveloping artifacts and tools to support the design of new initiatives with customer inputThe ideal candidate will have an analytical, strategic and solution-based mindset, and a high level of emotional intelligence, in addition to;
Relevant tertiary qualifications in business management, marketing, market research, design, or similarDemonstrated Human Centred Design experience within a people-focused business - EssentialStrong workshop facilitation skills and experience – online and face to faceHigh level of experience with Microsoft Dynamics 365 CRMProven experience in implementation of business processesStrong analytical skills with the ability to interpret data and make data-driven recommendationsExceptional organisational skills with the ability to prioritise and manage multiple projects simultaneouslyLean Six Sigma - preferredKnowledge of the Aged Care, Health, or related sector – desirableDrivers Licence and own vehicle - preferredWillingness to obtain Police CheckWhat we can offer you as an employee of Catholic Healthcare Not-for-profit tax benefits - pay less taxFitness Passport - discounted gym benefitsPaid Parental leavePaid Family leave, additional days off each yearLong Service leave after 5 yearsA values-based organisation that welcomes applicants from all faiths and backgroundsIf you're looking for a role where you can make a positive impact in a rewarding organisation like ours, we'd love to hear from you.
Apply online now!
#LI-PRI Catholic Healthcare acknowledges the Traditional Owners and Custodians of the lands on which we live, work and dream. We pay our respects to their Indigenous Elders past and present, for they hold the traditions, culture, and hopes of their people as we journey towards reconciliation. We welcome and encourage applications from people across our diverse community, especially from Aboriginal and Torres Strait Islander applicants. We believe everyone has the right to feel safe, respected, valued and heard regardless of their gender, sexual orientation, ethnicity or disability.
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