Senior CX Specialist

Company: WesTrac
Location: Washington
Posted on: March 17, 2025

Job Description:

Reporting into the National Marketing Manager, the Senior Customer Experience Specialist will join our Marketing and Customer Experience Team on a full-time permanent basis at our South Guildford office.This role involves partnering with internal stakeholders to deliver a variety of customer experience initiatives.Roster: Monday - Friday, 8.5 hours/day (including meal break). Working from home available up to two days per week.What You'll Do:

• Support various departments to deliver customer experience improvements by facilitating workshops, mapping customer journeys, and managing change initiatives.
• Ensure customer experience principles are embedded within the business through training, internal awareness programs, and collaboration with departments.
• Implement and manage a Voice of Customer program to ensure accurate customer feedback and analysis.
• Create reports on loyalty, insights, and identify areas for improvement, leading to actionable business outcomes.Skills & Experience:
  • Tertiary qualification in Marketing, Business, or similar.
  • Certificate in Customer Experience Management or Project Management (desirable).
  • Demonstrated experience in a customer experience role.
  • Strong understanding of customer journey mapping and how to analyze feedback.
  • Demonstrated experience in managing customer improvement initiatives.
  • Highly developed analytical and problem-solving skills.
  • Excellent written and verbal communication skills with strong attention to detail.
  • Customer-focused mindset.Our Benefits Inclusive of But Not Limited to:
    • Financial Benefits: Paid Parental Leave & Secondary Carers Leave, salary sacrificing, novated leasing, income protection insurance & more than 600 retail discounts such as Coles, Petbarn, Virgin, HOYTS & Crown.
    • Health & Wellness: Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
    • Culture & Career: Personal and team recognition (Made for More Awards), career progression opportunities, training and upskilling through our award-winning WesTrac Institute.
    • Additional Perks: Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.Our Company & Commitment:With over 4,500 employees, WesTrac is one of the world's largest authorised Cat equipment dealers, offering a wide range of mining and construction equipment and management solutions.At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where team members feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.
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Keywords: WesTrac, Washington DC , Senior CX Specialist, Other , Washington, DC