Customer Experience Manager

CUSTOMER EXPERIENCE MANAGER[SIM00000158] Simply Energy The Role: We're strengthening our Customer Experience and have created a new Customer Experience Manager role to lead future state customer experience design and cross-functional delivery through prioritised customer journeys, embedded Human Centred Design and best practice thinking design principles to drive step-change measurable improvements in customer advocacy. This incumbent will have oversight of the entire customer experience ecosystem, leading key cross functional programs, uplifting capability and embedding Customer Experience across all business units. Key Responsibilities: Drive experience design & design thinking techniques - influence and upskill capability across the business Customer journey management - guide the optimisation of priority journeys Develop and communicate customer experience policies, standards, guidelines and procedures Lead, develop and manage retention and lifecycle communications as required Proactive communications reviews and execution - from strategic review to execution About You: To be successful in this role, you will have experience in a similar role within a retail environment with high customer churn and solid understanding and application of Design Thinking and Human Centred Design concepts. You have the ability to demonstrate commercial outcomes through key business and marketing metrics and have customer journey mapping and future state design skills. You are collaborative in your approach and have a customer focused mindset with effective communication skills. You possess business insight with a strategic mindset and able to consistently drive results. Next Steps If this sounds like the role for you, please apply with a covering letter, together with your up-to-date resume. All applicants must have unlimitedrights to work in Australia. Please note weconsider applications on an ongoing basis and therefore encourage you to apply at your earliest opportunity. Government and some client directions regarding vaccination against COVID-19 apply to various aspects of ENGIE's work across Australia. If your application is successful, ENGIE may require you to provide evidence of vaccination against COVID-19 as necessary to comply with any such government and client directions that apply to your work in this position. Simply Energy Simply Energy have been making energy simple and affordable for Australian households and businesses since 2005. We pride ourselves on providing smart electricity and gas solutions that help customers manage their energy usage. From online trackers and simple ways to pay, to rewarding partnerships with iconic Australian brands, it's easy to see why so many Australians trust us to take care of their energy needs. Simply Energy is proudly backed by ENGIE - the largest independent power producer in the world and a global leader in the transition to a zero-carbon economy. ENGIE makes significant investments in renewable energy generation and energy efficiency worldwide, and is committed to changing the face of energy in Australia, developing and providing responsible, sustainable energy solutions. Job:Business Development / Sales / Marketing Primary Location:Oceania-Australia-Victoria-Melbourne Organization:Simply Energy Schedule:Full-time Nature of Responsibility:Professional / First Line team leader Job Posting:May 18, 2022, 1:56:41 AM Job Type:Permanent