CX Strategy & Service Excellence Leader

Greyhound Australia Pty Ltd; Brisbane; Sur place; AUD 180 000 - 240 000; Plein temps

Résumé du poste

Greyhound Australia Pty Ltd in Brisbane seeks a Head of Customer Experience to shape how we care for customers from search to journey.

Based in Brisbane and reporting to the Chief Operating Officer, you will set the CX strategy, lead the contact centre, and balance outstanding service with cost, revenue and brand. You’ll drive change with new technology and channels, turning customer insight into smarter pricing, products and operations.

Qualifications

• 10+ years in CX, customer service or contact centre roles, including 5+ in senior leadership.

Responsabilités

• Setting and delivering a CX strategy that lifts satisfaction and commercial results
• Leading the customer service centre and building a capable, high performing team
• Lowering cost to serve with automation and self service, and lifting conversion
• Owning our disruption response so customers hear early and are treated fairly
• Turning customer insight into decisions on pricing, product, network and operations

Connaissances

CX leadership

Customer service

Budget management

Change management

High volume bookings

Description du poste

Greyhound Australia Pty Ltd in Brisbane seeks a Head of Customer Experience to shape how we care for customers from search to journey.

Based in Brisbane and reporting to the Chief Operating Officer, you will set the CX strategy, lead the contact centre, and balance outstanding service with cost, revenue and brand. You’ll drive change with new technology and channels, turning customer insight into smarter pricing, products and operations.