CX Lead — Hybrid Role Improving Consumer Experience

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

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.