Reporting into the National Marketing Manager, the Senior Customer Experience Specialist will join our Marketing and Customer Experience Team on a full-time permanent basis at our South Guildford office.This role involves partnering with internal stakeholders to deliver a variety of customer experience initiatives.Roster: Monday – Friday, 8.5 hours/day (including meal break). Working from home available up to two days per week.What You’ll Do:Support various departments to deliver customer experience improvements by facilitating workshops, mapping customer journeys, and managing change initiatives.Ensure customer experience principles are embedded within the business through training, internal awareness programs, and collaboration with departments.Implement and manage a Voice of Customer program to ensure accurate customer feedback and analysis.Create reports on loyalty, insights, and identify areas for improvement, leading to actionable business outcomes.Skills & Experience:Tertiary qualification in Marketing, Business, or similar.Certificate in Customer Experience Management or Project Management (desirable).Demonstrated experience in a customer experience role.Strong understanding of customer journey mapping and how to analyse feedback.Demonstrated experience in managing customer improvement initiatives.Highly developed analytical and problem-solving skills.Excellent written and verbal communication skills with strong attention-to-detail.Customer-focused mindset.Our Benefits Inclusive of But Not Limited to:Financial Benefits: Paid Parental Leave & Secondary Carers Leave, salary sacrificing, novated leasing, income protection insurance & more than 600 retail discounts such as Coles, Petbarn, Virgin, HOYTS & Crown.Health & Wellness: Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.Culture & Career: Personal and team recognition (Made for More Awards), career progression opportunities, training and upskilling through our award-winning WesTrac Institute.Additional Perks: Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.Our Company & Commitment:With over 4,500 employees, WesTrac is one of the world's largest authorised Cat equipment dealers, offering a wide range of mining and construction equipment and management solutions.At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where team members feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.
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