Job title: Customer Experience Manager
Location: Sydney
Salary: Up to $145k
Contact: Jonny Robson
Call: Jonny
Email: email Jonny
Reference: 710916
A newly created opportunity with Australia’s most popular ecommerce marketplace and shopping app, where millions of users visit the platform each week.
Within the Product and Design team, the Customer Experience Manager will help to shape the future of the websites and apps, ensuring the product reflects the needs of their customers through harnessing qualitative and quantitative data.
Working alongside Product Managers, Analysts and Designers you will have a key role in informing the strategic direction and helping teams make fast, customer-centred decisions.
With the function being built from scratch, there is a huge opportunity to take ownership over the customer experience, with real potential for development and growth.
Key Responsibilities
  • Lead the set-up and growth of the customer experience function
  • Provide insights that drive business and product strategy
  • Consolidate feedback across all customer feedback channels
  • Work with Product Analysts to analyse customer data
  • Deliver management reporting of customer metrics, including NPS
  • Manage the relationship between Product and Customer Service
  • Own CX assets, including customer journey maps and personas
  • Execute customer research projects, with support from our agency partners
  • Collaborate with Product Managers and Designers on problem and solution discovery
  • Partner with customer-facing teams, including Customer Service and Public Relations, to ensure the product reflects the needs of our customers
Required Skills and Experience
  • Outstanding communicator who can translate user data into compelling customer narratives
  • Ability to perform customer interviews, surveys, contextual enquiries and user testing
  • Comfortable analysing customer data using tools such as Google Analytics, Tableau and Adobe Experience Cloud
  • Proven track record of delivering customer insights from both quantitative and qualitative sources
  • Confident with presenting insights and ideas to senior stakeholders and board members
  • Experience working with online marketplaces or consumer-facing SAAS products a plus
If you’re interested in making a difference to millions of users on a hugely popular online marketplace, then click apply, or send your CV to Jonny Robson at Augment Talent