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Customer Experience Manager

G8 Education - Brisbane City, QLD

Source: uWorkin


Full Job Description
Job no: 496369
Work type: Fixed Term Full time
Location: Brisbane - CBD & Inner Suburbs
Categories: People and Culture
Brand: G8 Education

G8 Education is an ASX 200 organisation and leading provider of quality early education and care services. Owning over 470 Centres across Australia and Singapore and with over 11,000 team members, we are continually expanding and looking to grow and strengthen our network.

About the role:
We have an exciting opportunity for a Customer Experience (CX) Manager to drive our Voice of Customer (VOC) initiatives across all aspects of the family journey. You will be responsible for capturing the data and feedback from our families using our global CX/EX platform and analysing the family feedback on a regular basis to identify improvement activities for our customers. You will be presenting improvement opportunities to drive customer advocacy, satisfaction and retention on a regular basis to our stakeholders, so strong communication and engagement skills are essential to the success of this role.

Key responsibilities include:
Support the organisations development and understanding of CX and Customer Journey performance.
Report CX performance, benchmarks, and standards.
Provide recommendations with all insights packs to assist G8 achieve increased advocacy, satisfaction, and retention.
Build effective cross functional relationships with key stakeholders at all levels of the organisation and always be the family champion.
Working closely with Operations to ensure CX and Customer Marketing Initiatives are landing and engaging in Centres most effectively.
Analyse opportunities within the complaints and escalation process and provide recommendations where needed.

Ideally, you will have:
Proven experience as a Customer Experience Manager, with proven passion for Customer Experience.
Demonstrated knowledge of CX/VOC platforms, platform integration and performance measurement. Qualtrics is desirable but not essential.
Identify systems architecture challenges impacting the family journey and the ability to provide a 360-degree view of our family journey.
Deliver insights with recommendations to the business as part of the CX continuous improvement process.
Identify opportunities to integrate VOC data into CRM to enrich the experience for team members and families.
Strong commercial acumen and the ability to think strategically and tactically.
Proven experience turning insights into actions to improve advocacy, satisfaction, and retention.
Proven stakeholder engagement with other business functions and numerous organisation levels (E.g., ELT, MLT)
A strong communicator who can build relationships across business functions and remain calm under pressure.

Benefits Include:
Flexibility to work from home a couple of times a week
Generous discount on childcare fees for either yourself or a member of your extended family
Exclusive access to our employee benefits program covering a wide range of discounts and promotions
Dedicated focus on professional growth and development

This is a rare opportunity; if you want a diverse, challenging and personally fulfilling role, !

G8 Education is a committed advocate for child protection, safety and wellbeing. As an organisation, we have a zero tolerance to any form of child abuse or harm. The safety and well-being of children will always be our priority and we have an expectation that all of our team members embrace this shared commitment.

Please note the advertising closing date is indicative only. G8 Education reserves the right to close the advertisement before this date is reached. Therefore, it is encouraged that you submit your application as soon as possible.

Advertised: 04 Jun 2021 E. Australia Standard Time
Applications close: 04 Jul 2021 E. Australia Standard Time