Senior Human Centred Design Specialist - Customer Experience (CX) - 18mth Contract

Job Description

Senior Human Centred Design Specialist - Customer Experience (CX) - 18mth Contract Monday, 24 February 2025 Discover a career where care goes both ways! Based in Macquarie Park with occasional travel to sites Up to 7 Additional leave days per year + Salary Packaging + WFH options 18mth Full Time Contract Exciting things are happening at Catholic Healthcare! We’ve grown to 5000+ employees and in 2024 we celebrated our 30th year of providing care. Our Mission is to promote the dignity, life and spirituality of older people through connected and inclusive communities and our Customer Promise is - I see you, I hear you, I know you. Our customer’s experience is exceptionally important to us and due to an internal secondment, we have a new opportunity for a Senior Customer Experience Specialist with extensive Human Centred Design experience and expertise to drive and execute Catholic Healthcare’s Customer Experience (CX) Strategy with their energetic, curious and hands on approach.Reporting to the Senior Sales and Customer Experience Manager, you will focus on gathering and analysing customer feedback, developing appropriate mechanisms to share findings with the purpose of informing and recommending ways to improve the customer experience. Your role will also encompass supporting the business to develop solutions by facilitating design discussions and workshops with a focus on human centred design and support the business to design initiatives to improve the overall customer experience across priority areas. Your exceptional communication, interpersonal and active listening skills together with your ability to effectively understand and interpret customer feedback will aid your success. Your genuine passion for supporting an optimal customer experience and your effective stakeholder management skills will support you as a recognised and valued voice of customer. Your days will include; Designing initiatives to achieve the Customer Experiences strategy Utilising human centred design techniques to support the business in redesigning priority touchpoints and customer journeys Identifying inefficiencies and gains through the redesign of key customer touchpoints and journeys Facilitating cross functional workshops to support the design of key customer touchpoints and journeys Continually championing the customer promise and identifying opportunities to deliver Analysing customer data to identify behaviours and support data driven sales and marketing strategies Establishing views or power bi reports for customer data Conducting customer research, analysing and developing actionable insights Finding effective ways to share customer voice and insights with the business Developing customer personas and other artifacts to support the business decision making Developing artifacts and tools to support the design of new initiatives with customer input The ideal candidate will have an analytical, strategic and solution based mindset, and a high level of emotional intelligence, in addition to; Relevant tertiary qualifications in business management, marketing, market research, design, or similar Demonstrated Human Centred Design experience within a people focussed business - Essential Strong workshop facilitation skills and experience – online and face to face High level of experience with Microsoft Dynamics 365 CRM Proven experience in implementation of business processes Strong analytical skills with the ability to interpret data and make data-driven recommendations Exceptional organisational skills with the ability to prioritise and manage multiple projects simultaneously Lean Six Sigma - preferred Knowledge of the Aged Care, Health, or related sector – desirable Drivers Licence and own vehicle - preferred Willingness to obtain Police Check What we can offer you as an employee of Catholic Healthcare Not-for-profit tax benefits - pay less tax Fitness Passport - discounted gym benefits Paid Parental leave Paid Family leave, additional days off each year Long Service leave after 5 years A values-based organisation that welcomes applicants from all faiths and backgrounds If you’re looking for a role where you can make a positive impact in a rewarding organisation like ours, we’d love to hear from you. Apply online now! #LI-PRI Catholic Healthcare acknowledges the Traditional Owners and Custodians of the lands on which we live, work and dream. We pay our respects to their Indigenous Elders past and present, for they hold the traditions, culture, and hopes of their people as we journey towards reconciliation. We welcome and encourage applications from people across our diverse community, especially from Aboriginal and Torres Strait Islander applicants. We believe everyone has the right to feel safe, respected, valued and heard regardless of their gender, sexual orientation, ethnicity or disability. #J-18808-Ljbffr