Chief 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 Chief 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 CEO and joining our Executive Leadership Team, 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.
- Own the customer experience from sales through to referral
- Accountable for the customer-health from post-sales
- 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!
* Raised $45M Series D round led by Seek 2021
* Deloitte Technology Fast 50 2020, ranked #42 in Australia
* LinkedIn Top 10 Startups 2020
* Raised $22M Series C round led by Seek July 2019
* Raised $8 mill series B round led by Seek and OneVentures
* Deloitte Technology Fast 50 2019, ranked #20 in Australia
* GetApp Category Leader Q1 2019
* Deloitte Technology Fast 50 2018, ranked #12 in Australia
* HRD Gold Medalist - Human Capital Management Systems 2018
* HRD Gold Medalist - Rewards and Recognition Service Provider 2018
* HRD Rewards and Recognition Employer of Choice 2018
* LinkedIn Top 25 Startups 2018
* EY Entrepreneur of the Year National Finalist 2018
* Dynamic Business Top 10 Entrepreneurs, our CEO Ben Thompson ranked #2
* BRW Most Innovative Companies 2015
* Anthill Smart 100 List 2015
* Startup Daily Top 50 Emerging Leaders 2015
* HRD Employer of Choice Award 2015
* Aon Hewitt Best Employers 2013