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Customer Experience Lead
at Swyftx
3 months ago | 313 views | 3 applications

Customer Experience Lead

Per year
$83,000 To $87,000

About the company

At Swyftx, we're not just building a fintech scaleup; we're shaping the future of Australia's digital currency industry. With over 650,000 users, we have our sights set high, aiming to be Australia's most trusted cryptocurrency trading platform and the next billion-dollar success story.

Job Summary

Some of your key responsibilities in this role will include:

📍Customer insights & analytics: Use various data analysis techniques to identify customer issues, patterns, and opportunities. Analyse customer feedback across different channels to enhance the understanding of the customer experience. 📍Channel optimisation: Identify and recommend the optimal channels for customer interactions based on analysis and current trends. Work towards enhancing the efficiency and effectiveness of these channels. 📍Customer journey mapping: Create, maintain, and update customer journey maps to ensure a comprehensive understanding of the customer experience at every touchpoint. 📍Innovation and improvement: Stay informed about upcoming releases, beta versions of our Customer Experience tech stack, and new tools. 📍Recommend and implement improvements to processes to increase efficiency and reduce costs while maintaining a high level of customer satisfaction. 📍Automated solutions enhancement: Evaluate and enhance automated customer support solutions to ensure they complement the human element of customer service, maintaining a balance that feels both personal and efficient.

To be successful you will have:

📍A proven track record in Customer Experience within fast-moving industries, driving exceptional customer experiences and fostering high levels of satisfaction. 📍Demonstrated expertise in collaborating and communicating effectively across diverse cross-functional teams to achieve strategic objectives. 📍Hands-on experience in HCD (Human-Centered Design), service design, and customer journey mapping, ensuring a user-centric approach to enhancing customer interactions. 📍Strong project management and organisational abilities, including a track record of successfully leading change initiatives in dynamic environments. 📍A growth mindset, and a willingness to learn about cryptocurrency and stay updated on industry trends and changes in regulations.

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