Customer Experience Specialist

Dementia; St Leonards; Hybrid; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work arrangements

Meals and entertainment benefit

Discounts on products and services

Employee counselling support

Health & Wellbeing programs

Career development opportunities

Job summary

HammondCare is seeking a Customer Experience Specialist in St Leonards, NSW. You will scope and drive consumer-centric CX projects and campaigns, partnering with the Head of Customer Experience to improve service across HammondCare’s offerings.

You will map journeys, analyze feedback, and manage Voice of Customer tools to deliver measurable improvements. A proactive communicator and data-driven problem-solver will thrive in our hybrid work environment.

Qualifications

• Minimum 3 years’ experience in a similar role developing and implementing projects that improve consumer experience.
• Advocate for the customer and ensuring they are always at the heart of HammondCare’s activities.
• Ability to write and implement communications that engage readers in customer centric programmes.
• Strong stakeholder management across all levels of the organisation.
• Ability to use data and feedback results to gain valuable insight to plans, programmes of work and ongoing optimisation/improvements.
• Strong communication and presentation skills.
• CRM experience - Salesforce or HubSpot preferred.

Responsibilities

• Scope and plan CX projects with the Head of Consumer Experience and develop implementation plans.
• Map consumer journeys using data from multiple systems and drive continual improvement programs.
• Manage Voice of Customer surveys, Net Promoter Scores, and consumer feedback tools.
• Champion the consumer by reviewing practices and adjusting processes to reduce dissatisfaction.
• Lead engagement with internal and external stakeholders to deliver integrated CX solutions.
• Monitor CX performance metrics and report on progress to stakeholders.
• Coordinate with external suppliers to deliver high-impact initiatives.
• Support team development and knowledge sharing within HammondCare.

Skills

Stakeholder management

Communication skills

Presentation skills

Strategic thinking

Data analysis

Independence and teamwork

Education

Business/Marketing degree

Post-graduate degree preferred

Tools

Salesforce

HubSpot

Job description

## Customer Experience SpecialistApply: St Leonards, NSW: Full time: Posted Today: REQ3701HammondCare provides expert aged care, home care, dementia care and palliative care for older people, regardless of circumstances, beliefs, background or financial situation. We are led by our not-for-profit, Christian foundations and backed by research and clinical expertise. When it comes to our people – those we serve and those who serve – we are committed to inclusion across race, culture, ethnicity, gender, sex, sexuality, religion and ability. In our innovative residences, our hospitals, or in client homes, we aim to set the global standard of relationship-based care for older people with complex needs. We’ve been caring for people for over 90 years – so, if you love to care, join us, and make a career move that matters. *It's not just care, it's HammondCare.* **What we can offer you** We care about your wellbeing at HammondCare and as a result offer a wide range of health and lifestyle benefits including: * NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit (up to $2,650 tax free)* Additional leave purchase options and 14 weeks paid parental leave* Flexible working options, including hybrid arrangements* Discounts on everyday products and services* Discounted healthcare memberships - access to network of fitness centres and pools for employees and families* Free access to independent counselling support for employees and families* Health & Wellbeing programmes* Reward & Recognition programmes* Referral bonuses* Career and professional development opportunities **The opportunity** The role of **Customer Experience Specialist** reports to the Head of Consumer Experience and works to scope, plan, implement consumer-centric projects and initiatives and ongoing consumer campaigns that will improve and measure the consumer experience across HammondCare services. ***This is a permanent full-time position based at St Leonards, with hybrid working options.*** **Key Focus Areas:** * Scope and plan CX projects with the Head of Consumer Experience. Develop implementation plans that will embed organisational, system and process changes across HammondCare.* Map consumer journey, using data across multiple systems, and use these data-driven insights to form the basis for continual improvement programs and larger change projects.* Manage and report on Voice of Customer surveys, Net Promoter Scores and consumer feedback tools. Identify key trends and insights to improve consumer experience.* Championing the consumer by working closely with and investigating working practices in consumer facing teams and helping to adjust and improve processes, systems or behaviours that cause consumer dissatisfaction where any issues are identified. **How you’ll make an impact** * In collaboration with the Head of Consumer Experience develop implementation plans that deliver improved consumer experience.* Successfully define, scope and implement projects and continual improvement programs to deliver a unified consumer experience.* Efficiently manage all assigned consumer experience programmes and activities – on time, to budget with all stakeholders being aware of progress/changes/developments, as appropriate.* Effectively engaging and collaborating with specialist expertise within the wider HammondCare team and manage any relevant external suppliers to deliver highly impactful integrated solutions.* Monitor, report and evaluate CX performance metrics, data and insights to support and influence implementation plans, teams and decisions being made.* Lead, manage, educate and engage with internal and external stakeholders to deliver the business unit, marketing and organisational goals.* Lead and manage any team members or project teams to achieve their performance targets.* Contribute to and uphold the reputation of the marketing and consumer experience team as a knowledgeable, collaborative and highly valued business partner. **About you** * Commitment to engage and align with HammondCare’s Christian Mission, Motivation and Mission in Action* Minimum 3 years’ experience in a similar role developing and implementing projects and processes that improve consumer experience and gather feedback from consumers for continual improvement* A strategic thinker and problem solver, with the practical know-how required to bring plans to life* Advocate for the customer and ensuring they are always at the heart of the HammondCare’s activities* Ability to write and implement communications that engage readers in customer centric programmes.* Strong stakeholder management across all levels of the organisation.* Ability to use data and feedback results to gain valuable insight to plans, programmes of work and ongoing optimisation/improvements* Strong communication and presentation skills* Strong attention to detail and excellent administrative and computer skills* Ability to work independently and as part of a team* The ability to listen and articulate issues confidently yet sensitively and influencing others, effectively***Desirable:**** Tertiary qualified in Business/Marketing. Post-graduate degree highly regarded* CRM experience - Salesforce or HubSpot preferred* Proven abilities in successfully managing and engaging multiple stakeholders to ensure projects are delivered to the highest quality. If you are ready to make a difference with HammondCare, **Apply Now!** For any specific queries please contact [e-mail]. **Pre- Employment Checks** All short-listed applicants will be asked to consent to a criminal record check and references. *HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves.* *NB: At HammondCare the position title is Consumer Experience Specialist, for advertising purposes the title has been changed to Customer Experience Specialist*