Cx Enablement Manager

Description:

Humanforce’s vision is to make work easier and life better for frontline and flexible workforces.

Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centred, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Payroll, and Wellbeing.

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world’s talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.

The CX Enablement Manager is responsible for developing and executing a comprehensive enablement strategy that empowers the Customer Experience (CX) teams, including Customer Success, Professional Services, and Customer Support.

This role places a strong emphasis on training effectiveness and high-quality content development while also incorporating business process mapping, stakeholder management, and change communications. It is designed to ensure rapid onboarding, continuous skills development, and process improvements across onshore and offshore teams

Enablement Strategy

• Design, implement, and continuously refine the CX enablement strategy aligned with broader business and customer experience goals

Learning Plans and Content Development

• Develop comprehensive onboarding and ongoing training programs that drive rapid productivity and continuous development of CX team members.

• Create engaging, high-quality learning content (e.g., e-learning modules, video tutorials, playbooks) that supports the customer journey.
• Create and maintain structured learning plans for groups of CX cohorts (e.g. WFM CDC’s, PM’s, SI resources, support, customer success) that support the continuous development of CX team members.
• Create the learning journey for CX team members leveraging existing material, content, platforms that is aligned with the customer journey
• Leverage instructional design principles to create content that is both informative and engaging, driving better retention and application of knowledge.

Business Process Mapping & Stakeholder Management

• Lead business process mapping efforts within the enablement function to identify opportunities for improvement in training and operational workflows.
• Establish and manage robust relationships with key stakeholders across CX, HR, and other business units to ensure alignment of enablement initiatives.
• Collaborate with the CX Optimisation Specialist and other team leads to identify and implement process improvements.

Cross-functional Collaboration

• Work closely with leaders from Customer Success, Professional Services, Customer Support, Product, Marketing, and Sales to ensure alignment of enablement initiatives with overall business objectives.
• Partner with HR to integrate enablement programs with broader talent development initiatives.

Change Management

• Lead change management efforts related to new tools, processes, and customer engagement strategies within the CX division, ensuring smooth transitions and effective communication.
• Develop and execute communication plans that keep all stakeholders informed and engaged throughout the change process.

• Experience in an enablement, training, or related role, preferably within a SaaS or technology-focused business.

• Proven track record of developing and implementing successful CX enablement programs.

• Outstanding interpersonal skills, can quickly build rapport and trust with others and motivate them

• Excellent communication and presentation skills, capable of delivering 1:1 coaching, and engaging group training sessions.

• Development of instructional learning programs utilising the ADDIE methodology and a excellent knowledge in the use of design tools (articulate 360 or Adobe Captivate)

• An understanding of Go To Market and business readiness strategies

• Creative skills in content creation and graphic design to produce high quality, engaging materials

• Data literate and & results driven. Proficient in using data to drive decisions and measure the success of sales enablement initiatives.

• Comfortable with various CX tools and technologies and able to effectively train others on their use

• We are bold

• We are all in

• We are customer obsessed

• We do what we say

• We are good humans

We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms.

• A flexible working environment

• The opportunity to be part of a fast-growing tech company

• A focus on development with access to Go1

• Paid time off and Quarterly Wellbeing Days

• Employee talent referral scheme (know great people, be rewarded)

• A fun and friendly culture working with passionate and talented people

• A work environment where you can genuinely improve the world of work!

We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.

We are a 2024 Circle Back Initiative Employer and commit to respond to every applicant