Customer Experience Lead

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Customer Experience Lead

At SplitmediaLabs Limited we're looking for a Customer Experience Lead to join our team.

Full-time · Remote work (Open globally)

About the job

The Customer Experience Lead will partner with managers and relevant stakeholders to support organisational engagement with customers and clearly define the customer journey landscape. They will build and maintain comprehensive end-to-end customer journey maps that incorporate customer interactions, experiences and opinions. The Customer Experience Lead will review and monitor the customer experience with the aim of perfecting the XSplit products.

Primary objectives

  • Developing insights and analytics around customer behaviour, definition, demographics etc. to build segmentation and a tailored approach to engagement.

  • Implementing programs that test concepts and hypotheses that will lead to improved customer experience.

  • Identify opportunities for improvement in the development of customer and employee experience.
  • Work with stakeholders across the company to review and drive the end to end customer experience, including the development of new services.
  • Establish programs that will both determine successful impacts of these customer experiences and measure progress.
  • Lead the implementation and adaptation of an Agile delivery methodology.

Key Accountabilities

  • Lead the Customer Journey development throughout the five stages: Understand, Engage, Agree, Go, Review;
  • Work with managers to ensure the Customer Journey aligns with organisational structure & intent.
  • Review feedback loops in each stage of the Customer Journey to ascertain customer satisfaction and our ability to meet customer needs.
  • Develop and participate in the tracking of customer outcome measurements of satisfaction and performance and report on progress.
  • Provide day-to-day professional advice and support to stakeholders regarding the Customer Experience.
  • Engage in consultation with relevant stakeholders on issues associated with the success of customer experience projects and recommended improvements.
  • Role model customer centric behaviour and be an advocate for positive change whilst working fluidly supporting the Agile delivery methodology.
  • Contribute to the development of a customer centric culture, new service development and improved experience including customer conversion and retention.
  • Support the development of the skills and competence of the Customer Group across the business in relation to the Customer Journey, its process and practices.
  • Assist in the development and delivery of customer service training and new service propositions for customer facing employees.
  • Recommend alternate methods and ways of thinking to create value for customers, the business and their nominated entities.
  • Review and report on relevant internal and external data to inform ongoing customer experience decisions and ensure best practice transfer.
  • Research proposed changes to relevant laws, practices or regulations that could potentially affect the business in regards to Customer Experience, and make recommendations.
  • Coordinate qualitative and quantitative research that measures the full Customer Experience journey. Report findings and recommend changes to Customer Experience.
  • Work with the CCO to support the business to implement insights from the customer journey.
  • Provide high level analysis and reporting on Customer Experience matters and trends across the organisation.
  • Follow the company’s policies and procedures and identify opportunities for continuous improvement

Key relationships

  • Internal – Marketing, Onboarding and Development, Support Managers, Support Team, Business Managers, Data/Analytics.
  • External – Customers and their stakeholders, 3rd party service providers.

Knowledge, skills, experience and values required

  • Demonstrated commitment to customer service, business improvement.
  • Minimum 5 years employment in Customer Experience related work in the software/SaaS industry.
  • Extensive knowledge of the software development lifecycle
  • Solid customer orientation, core understanding of the customer lifecycle and customer needs, and how customer insight and customer strategy drives experience.
  • Breadth of strategic and functional experience across customer journey mapping and profiling, CX, targeted marketing & segmentation, complex insights and analytics interpretation.
  • Demonstrated experience in delivering commercially successful customer solutions into the market through multiple channels, with an ability to prioritise and align multiple key stakeholders through the process.
  • Outstanding interpersonal and written and verbal communication skills including demonstrated skills in consultation, facilitation, negotiation and influence, and capacity to interact at senior Manager level and represent the company in external contexts.
  • Empathetic change enabler who thrives on encouraging collaboration and maximising every opportunity.
  • Strong analytical and research skills.
  • Strong computer literacy skills.

    Apply for the job

    Do you want to join our team as our new Customer Experience Lead? Then we'd love to hear about you!