Head of Customer Experience
Employment Hero, Australia
Job Description
Employment Hero is an Australian SaaS start-up. Our platform is the easiest way for small to medium businesses to manage HR, payroll, employee engagement and benefits. We’re on a mission to make employment easier and more rewarding for everyone, whilst being a remote-first workplace with global ambitions!
We’re thrilled to be looking for a new Head of Customer Experience (CX) to design, define and implement our customer experience strategy. You will guide, align and lead our customer loyalty program to achieve a world-class Net Promoter Score with exceptional Customer Satisfaction results.
This is a pivotal new role in scaling our client services side of the business. Reporting directly to our CTO/Co-Founder, you'll play a critical role in ensuring that our customers are getting the best out of the Employment Hero platform. The right candidate will be totally customer-obsessed, data driven, committed to cross-functional team collaboration across the entire business, and have proven experience in leading all CX related teams to promote the high quality of service our brand is committed to delivering to our customers.
- Design and implement the Customer Experience strategy and lead the squads towards exceptional CSAT and NPS targets
- Continuous review of processes and systems to evolve and develop operational frameworks to provide transparency, alignment and guidance for customer-centric services
- Continuously build and develop client service teams to meet a high quality of service our brand is committed to while ensuring tight collaboration with Marketing, Sales and Product teams
- Talent retention, resource allocation, skills development and organisational design to meet the continuous evolution of the company’s needs
- Complete ownership of customer, performance and service metrics for areas of focus and KPIs
- Strong planning skills to drive several concurrent initiatives while identifying risks
- Act as the final point of escalation for all customer issues
Essential:
- 3+ years designing, implementing and monitoring client service initiatives
- 3+ years managing client escalations and stakeholder engagement
- 5+ years working in frontline teams
- Strong analytical mindset translating data into actionable insights to improve customer journeys while growing in ROI
- Proven significant improvements to CX metrics
Bonus:
- Empathy mapping
- Customer journey mapping
- Service design
- Experience implementing end to end marketing automation projects
- Self, health, wealth, happiness programs
- Remote-first and flexible working arrangements
- Our Sydney office is dog friendly and remains open for team meetings, collaboration days and those who need a day away from their home office (we are a COVID-safe workspace for those who choose to use it)
- A generous budget to spend on setting up your home office (if you need a desk, chair, screen? You name it!)
- We set you up for success with the latest and greatest hardware, tools and tech
- Continuing education / post-graduate assistance program
- Virtual yoga classes
- Weekly virtual happy-hour and social events to get to know your new colleagues
- Quarterly amp; yearly team celebrations
- Access to the EH Employee Benefits Program and Hero Rewards Shop, of course!
**When COVID restrictions lift, for those who come to our Hub to work:
- Friday drinks in our fancy in-office bar
- Daily breakfast amp; lunch
- Lunchtime personal training sessions