Customer Engagement Manager - 1 Year Max Term Contract

Job Description

Hi, we’re PEXA Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities. Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team. About The Role Amplify the voice of customers to ensure PEXA is listening, learning, and acting on customer feedback and research outputs to inform strategy, segmentation, decision-making and prioritisation. Pilot and operationalise feedback loops with Frontline and Product/Technology teams, where customer insights are shared and embedded into teams’ ways of working, driving improved customer experience and business outcomes. Support the uplift in CX capability across the organisation through various change management and communication activities that make customer insights relevant and impactful for teams (e.g. – managing Customer Week, VOC Showcases, regular customer stories, videos, etc). Support external customer engagement activities, building personalised, automated feedback loops with PEXA customers via marketing and CRM tools. Key Accountabilities Design, pilot and operationalise feedback loops across Frontline and Product/Technology teams so that customer insights are embedded into teams’ ways of working. Create and manage a change management program that drives CX capability uplift across the organisation and bring PEXA’s customer segments to life. Support the design and implementation of customer feedback loops through automated communication channels (Marketo, Salesforce). Distil customer insights into formats and channels that are relevant, tailored and impactful for teams across PEXA. Skills and Experience Minimum of 4-5 years’ experience in the related fields of customer experience, insights, marketing or change management. Knowledge of CX methodologies (e.g. – customer segmentation, customer personas, journey mapping and human-centred design) and CX measurement principles (e.g. – Customer Satisfaction, Effort, etc). Comfortable with using a range of tools to bring customer insights to life (e.g. - Microsoft Excel, Powerpoint, Canva, Marketo, Salesforce). Exceptional communication, collaboration, stakeholder engagement, influencing and negotiation skills. Key Attributes An obsession with continuously improving the customer experience. Strong verbal and written communication skills, with an ability to engage through storytelling and presenting. Knowledge of best-practice CX methodologies. Proven experience in change management and delivering initiatives through cross-functional teams. A team player, proven collaborator, and relationship builder with strong stakeholder engagement, influencing and negotiation skills. A career at PEXA starts with you! If you think you have the required skills, an appetite to learn and would be a great fit, we’d love to hear from you – even if you don’t tick all the boxes. At PEXA we support your growth and help you discover your full potential. Why join us Flexibility is in our DNA. Your holistic wellbeing is important to us. Enjoy meditation, yoga, boxing classes and a wellness day each month to recharge! We know that work is just one aspect of your life. That’s why we offer up to 12 weeks ‘workcation’ for you to extend personal travel time and work remotely. Take the opportunity to purchase up to four weeks additional annual leave per year. Learn from the best and upskill with PEXA Academy certifications and grow your career. Our commitment to our people and a better future At PEXA we want you to embrace your best self each day, creating an environment where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported and celebrated. With market-leading benefits that make a difference, we’re committed to supporting individuals, families and carers. Your culture, gender, sexual orientation, language and other attributes make you unique! We couldn't be prouder to have a team that reflects the richness of our wider community. We’re a proud ‘Circle Back Initiative’ Employer and commit to responding to every applicant. Stay Connected A career at PEXA is exciting, challenging and rewarding, and we’re always on the lookout for talented individuals to join the team. You can learn more about life at PEXA on our website and social channels too. #J-18808-Ljbffr