Client Experience Lead

Job Location: South West Coast VIC
Employer: IPA Melbourne
$84 – $85 p.a.

This is an exciting opportunity for a dedicated and experienced Client Experience Measurement Project Lead to establish a framework for experience measurement for our client, a leading community-based organisation that provides disability, aged care, training and employment services nationally.

Discover a forward-thinking culture reporting to a supportive General Manager Client Experience and become an integral member of this new division which has been formed as part of our clients Operational Model and structure. This newly created role will see you engaging with a range of teams in support of growth and with the client experience shaping all other divisions and deliverables moving forward.

Some of your duties will include:

  • Develop a feedback and experience measurement model to support the collection, response to, and reporting of client feedback (includes survey, verbatims, focus groups)
  • Pilot and test any new survey questions for the framework’s metrics with representatives from key client groups
  • Collect and evaluate baseline data on the framework’s metrics for each of the client groups
  • Refine existing technical and functional system requirements for a customer feedback management technology solution
  • Conduct a market scan on potential voice-of-customer technology solutions, including identification of costing, implementation timeframes and resourcing
  • Provide regular updates and reporting on the work undertaken

As the successful incumbent, you will have notable experience in the following areas:

  • Experience in the end-to-end implementation of client experience measurement
  • Experience in measuring and monitoring client centricity and maturity including supporting business units to action and respond to feedback
  • Demonstrated experience in planning and implementing project work in experience measurement, including the ability to partner with diverse business teams
  • Exceptional interpersonal skills with demonstrated success in working effectively with a diverse range of people

To be considered for this role you must be able to demonstrate, through interview a minimum of 5 years’ experience in a service industry. In return, is a daily rate of $700-$800 and an opportunity to become a key part of this new team bringing together a range of teams on this exciting journey! This organisation offers state-of-the-art office premises in Geelong and will support a flexible work arrangement. We are happy to consider full time or part time arrangements. Suitable applicants are encouraged to apply. For a confidential discussion please contact Vicki Stavrou on (03) 9252 2239, alternatively click on apply now, ensuring you include a cover letter.

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