Description:
This is a Customer Engagement Manager role with one of the leading companies in AU right now -- PEXA -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off.
More About the Role at PEXA
**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 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
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