Main characteristics
- Location
- Sydney, New South Wales
- Company
- Randstad
- Salary
- AU$1,000 - AU$1,000, per day, + super
- Employment type
- contract
- Category
- human resources
Job summary
job detailsPrimary purpose of the role
The newly established Service Experience function is responsible for developing and embedding a new customer experience capability that will transform how we deliver services to our customers: students, parents and carers, teachers, principals, as well as administrative and corporate staff.
...
Customer & Service Strategy specialist is responsible for:
- Leading the development of the Support Services Customer Strategy with a focus on enhancing and improving the experience of consumers of support services
- Collaborating with the leadership team to co-design and deliver the strategy, target segments, value proposition and define the underlying initiatives that will improve customer experiences across support services
- Leading the development of the Service Strategy with a focus on delivering services that meet the needs of customers
- Supporting the development of the service performance framework
- Defining the customer data and governance strategy.
Key accountabilities
Develop and define the customer experience strategy and roadmap, focusing on transforming the end-to-end customer journey and partnering with various teams to execute the strategy
Develop and define the service strategy and roadmap focusing on embedding a service mindset and transforming the services delivered to customers
Scope projects to ensure they support the customer and service strategy
Improve the overall customer experience and ideation of future experiences
Use customer insights and the voice of the customer to drive action plans
Work proactively with internal stakeholders across the group
Identify and communicate opportunities that create business value and improve the customer experience based on user research, heuristics and best practice
Develop visually compelling frameworks, process/screen flows and wireframes to drive service re-design and continuous improvement
Collaborate with stakeholders to continually improve the customer and service strategy
Manage and facilitate the delivery of stakeholder workshops to communicate key themes from interviews and inception workshops and working with the team to achieve alignment on key success factors
Identify where operational procedures, user documentation and training materials in a changing environment need developed or updated
Contribute to assessing change with a clear emphasis on the impact on people, operations, systems and technologies.
Key challenges
Embedding a culture of customer centricity and service mindset to ensure optimal and best practice outcomes are achieved that challenge the status quo
Developing compelling narratives and visual representations that gain stakeholder buy-in and support business case development and change management requirements
What you will get in return
- 6+ months contract
- Hybrid work model
- Start date: ASAP
- Hours: 8hr/day
- Pay rate: $1000 daily + super
Apply directly using the link provided or by submitting your CV. For confidential discussion, please don't hesitate to contact me on 0499 499 386 or email: [Apply online]
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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Primary purpose of the role
The newly established Service Experience function is responsible for developing and embedding a new customer experience capability that will transform how we deliver services to our customers: students, parents and carers, teachers, principals, as well as administrative and corporate staff.
Customer & Service Strategy specialist is responsible for:
- Leading the development of the Support Services Customer Strategy with a focus on enhancing and improving the experience of consumers of support services
- Collaborating with the leadership team to co-design and deliver the strategy, target segments, value proposition and define the underlying initiatives that will improve customer experiences across support services
- Leading the development of the Service Strategy with a focus on delivering services that meet the needs of customers
- Supporting the development of the service performance framework
- Defining the customer data and governance strategy.
Key accountabilities
...
Develop and define the customer experience strategy and roadmap, focusing on transforming the end-to-end customer journey and partnering with various teams to execute the strategy
Develop and define the service strategy and roadmap focusing on embedding a service mindset and transforming the services delivered to customers
Scope projects to ensure they support the customer and service strategy
Improve the overall customer experience and ideation of future experiences
Use customer insights and the voice of the customer to drive action plans
Work proactively with internal stakeholders across the group
Identify and communicate opportunities that create business value and improve the customer experience based on user research, heuristics and best practice
Develop visually compelling frameworks, process/screen flows and wireframes to drive service re-design and continuous improvement
Collaborate with stakeholders to continually improve the customer and service strategy
Manage and facilitate the delivery of stakeholder workshops to communicate key themes from interviews and inception workshops and working with the team to achieve alignment on key success factors
Identify where operational procedures, user documentation and training materials in a changing environment need developed or updated
Contribute to assessing change with a clear emphasis on the impact on people, operations, systems and technologies.
Key challenges
Embedding a culture of customer centricity and service mindset to ensure optimal and best practice outcomes are achieved that challenge the status quo
Developing compelling narratives and visual representations that gain stakeholder buy-in and support business case development and change management requirements
What you will get in return
- 6+ months contract
- Hybrid work model
- Start date: ASAP
- Hours: 8hr/day
- Pay rate: $1000 daily + super
Apply directly using the link provided or by submitting your CV. For confidential discussion, please don't hesitate to contact me on 0499 499 386 or email: [Apply online]
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
show lessshow more
- skills
- change analyst
- change management
- Service and Customer Experience Strategy Specialist
- qualifications
- Bachelor Degree
- education
- Bachelor Degree
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