Customer Experience

The Customer Experience & Delivery Lead is responsible for leading the delivery of our clients products and services across the public sector. This position drives the creation of a cohesive experience for every customer interaction from enquiry and check-out through to attendance and post-activity feedback across the website, learning and event activities, marketing, social media and customer service. The Customer Experience & Delivery Lead is responsible for capturing, analysing and presenting data to better understand customers and identify and realise business improvements. You will also implement digital marketing plans.

• Key Responsibilities
• Manages the delivery of the full suite of company programs including events, courses, thought leadership and membership
• Manages the online delivery experience for customers and members
• Develops customer journey maps, analytics, segmentation, SEO and personalisation
• Develops a core understanding of customer lifecycles and customer needs
• Implement integrated marketing plans that blend online digital marketing with stakeholder management.
• About You
• Customer Centric : You connect, listen to, are engaged with and passionate about customers.
• Results-driven : You demonstrate accountability and ownership.
• Growth Mindset : You demonstrate a belief that growth and development is possible through focused effort and ongoing learning.
• Political Savvy : You perceive environmental and political sensitivities. You are socially astute and professionally diplomatic.
• Analytical : You use logical reasoning to break down and work through a situation or problem to arrive at an outcome.
• People Leader : You have an inclusive approach to ideas and innovation, focused on delivering value and help the team take care of the customer.
• Agile : You cope well in a changing environment, think innovatively and take calculated risks to turn ideas into business solutions.
• Cooperative : You enjoy working with others on a collective output.