Senior Manager - Customer Experience - Hybrid

at  flybuys

ABOUT US

We’re known for being the country’s most popular rewards program with over 9 million active members. And through our extended network of partnerships with other nationally recognised brands, we make every day worth more for our members.
But, we’re more than the card you carry around in your wallet or the app on your phone! With over 300 team members and growing, we have amazing office spaces in Sydney and Melbourne. Staying true to our flexible working policy and people-centric culture, we ensure all our team members are set up to work remotely across Australia. We are outcomes-focused, and everything we do is aligned with our core values - Be United, Be Relevant, Be Passionate, Be Generous, and Doing the Right Thing.

YOUR TEAM

We’ve already built a pretty amazing team, but we’re not looking for more of the same. Our day-to-day is made stronger when we surround ourselves with people who are different, like you.
We work really hard to build teams that support each other. It’s the kind of environment you’ll miss while you’re on holidays.

YOUR EXPERIENCE

• Tertiary qualification in Design, Human-Computer Interaction Psychology, Marketing, Business or related field.
• 10+ years’ experience in Marketing, Product, CX/UX, with a proven track record of leading and delivering successful customer experience and user experience strategies.
• Proven success in defining and delivering a strategy with a track record for driving change and growth outcomes.
• Excellent strategic capability in balancing commercial outcomes and customer needs.
• Ability to disaggregate and solve complex problems, considering both short and long-term objectives.
• Strong commercial acumen with ability to interrogate analytics, extract insights to inform effective customer experience strategy.
• Strong understanding and deep experience in customer experience design including user-experience and service design, design thinking / HCD methodologies.
• Proficiency in design and prototyping tools (e.g. Figma).
• Deep curiosity around the customer with proven experience in leveraging research, data and insights to develop strategies to meet customer needs and change behaviours.
• Ability to lead, influence, negotiate, inspire and engage at all levels of the organisation. Sound storytelling, visualisation and stakeholder engagement skills to clearly communicate insights and complex concepts in an easy-to-understand way.
• Proven experience in managing multiple projects and multiple stakeholders often with differing objectives.
• Strategic leadership and agility: Challenges boundaries and drives change. Ability to translate vision/requirements into operational plans and budgets.
• Relationship management: Effective consultation and liaison skills with the ability to build rapport and mutually beneficial partnerships with internal and external stakeholders.
• Personal leadership: Authentic, resilient, able to lead through ambiguity and considerate of impact on others

The Senior Manager, Customer Experience is responsible for defining and delivering the customer experience and engagement strategy across the organisation.

This role is responsible for delivering market-leading and engaging experience for customers across all touchpoints within the Flybuys ecosystem, to deliver on organisational goals including profitable membership growth and member engagement.

• Lead the development, articulation and delivery of the customer experience strategy that delivers on enterprise goals including profitable membership growth, member engagement and NPS targets.
• Lead the development and delivery of a performance management framework that directly ties customer experience and engagement activities to company financial performance metrics, including performance target setting, monitoring and reporting.
• Map the customer journey and identify moments of truth, define the end state vision, lead the development and delivery of the roadmap including capability requirements and execution plan.
• Lead the development and delivery of the insights roadmap including the Voice of Customer program and market research programs.
• Leverage data, customer behavioural insight and deep knowledge about business growth enablers to drive transformational change and deliver against organisational goals.
• Act as the Chapter Lead for CX and UX and lead the delivery of intuitive, seamless and value-adding experiences that can be leveraged across the Flybuys Squads / Tribes and ecosystem.
• Develop and implement best-practice design governance frameworks and principles, processes and systems to ensure consistency, alignment and effectiveness across all channels within a complex UX/UI ecosystem.
• Lead the development and maintenance of design systems and guidelines to ensure consistency across all products and services.
• Champion the customer experience internally and drive customer maturity across the organisation. Collaborate and influence senior leadership and key stakeholders to integrate CX/UX considerations into business planning and decision-making processes.
• Deeply understand market trends and competitor activities and respond to potential opportunities and threats appropriately.
• Build, mentor, and lead a high-performing insights, CX/UX team, fostering a collaborative and innovative work environment.
• Manage the budget ensuring resources are allocated effectively
• Perform other responsibilities and duties periodically assigned to meet reasonable operational and/or other requirements