Customer Experience Manager

Northcott; Sydney; On-site; AUD 65,000 - 95,000; Full time

Job summary

Northcott is seeking a driven professional in Sydney to lead customer experience initiatives across touchpoints. You will analyze feedback, collaborate with cross-functional teams, and design service standards to ensure outstanding customer interactions.

The role emphasizes lived experience with disability, partnerships development, and leadership within the disability services sector. Join a team dedicated to inclusive services and impactful community outcomes.

Qualifications

• Experience working in disability or human services sector
• Ability to produce accessible and inclusive documents
• Strong reporting and assessment skills
• Understanding of Australian disability sector (NDIS, Quality & Safeguards)

Responsibilities

• Develop, distribute and analyze customer feedback to identify pain points and improve the customer journey.
• Embed strategies to enhance customer interactions across multiple touchpoints and channels.
• Collaborate with marketing, sales, operations and other functions to align CX with business goals.
• Design and implement customer service standards to ensure consistent, exceptional service.
• Train staff on customer-centric approaches and best practices to foster a customer-focused culture.
• Identify and drive formal research opportunities with community stakeholders to support Northcott's mission.

Skills

Lived experience with disability

Partnership development

Time management

Analytical skills

Communication skills

Stakeholder engagement

Leadership

Interpersonal skills

Education

Tertiary qualifications in education, social sciences, health, research or related field

Job description

Job Responsibilities:

• Develop, distribute and analyze customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
• Develop and embed strategies to improve customer interactions across multiple touchpoints and channels.
• Collaborate with cross-functional teams, such as marketing, sales, operations, and relevant business functions to align customer experience efforts with business goals and objectives.
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Train and educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Identify, create, drive and implement formal research opportunities, alongside community and tertiary stakeholders, that enable Northcott to fulfill its mission and purpose and position us as leaders in the disability sector.

About You:

• Lived Experience with disability.
• Capacity to develop new opportunities, partnerships and relationships to contribute to the growth and development of Northcott.
• Outstanding time management and attention to detail.
• Conceptual planning, analytical, reporting and assessment skills.
• Proven people management, interpersonal, negotiation and influencing skills.
• Understanding of disability service provision and a strong commitment to the rights of people with a disability.
• Demonstrated financial management, planning and budgeting skills.
• Tertiary qualifications in education, social sciences, health, research or other relevant professional field.
• Leadership experience in a human services field.
• Understanding of the Australian disability sector including but not limited to: NDIS, The Quality and Safeguards Commission.
• Excellent communication skills including the ability to produce accessible and inclusive documents and opportunities; craft communications to a diverse range of audiences including people with lived experience of disability, frontline disability workers, managers and executives; deliver presentations and speeches on initiative related information; collaborate with internal and external stakeholders.
• Demonstrated experience within disability/human services sector preferable.
• Strong interpersonal skills, including the ability to build and maintain relationships with key stakeholders.

About Northcott:

We are a leading disability services provider in NSW, QLD and the ACT, providing services and support for people with disability and their families and carers. Northcott Therapy provides support to children, young people and adults with a range of disabilities including intellectual disability, physical disability, autism and global developmental delay.

Northcott actively promotes diversity and inclusion in the recruitment process and throughout employment. We are committed to providing a workplace where every person is valued, respected and supported to progress. Northcott welcomes applications from and ensures no one is disadvantaged on the basis of their Aboriginal and Torres Strait Islander identity, culture, LGBTIQ+ identity, disability, gender, age, religion or caring responsibilities. If you require an adjustment to participate in the recruitment process, please contact Diversity, Equity and Inclusion at

#J-18808-Ljbffr