Manager, Customer Experience

About Swinburne Professional
Swinburne University is well known for its practical, hands-on and pragmatic training. Swinburne Professional is a business unit with the agility of a consultancy and the smarts of a university. We pride ourselves to be the education partner of choice for corporate and government departments, delivering learning and development solutions to empower individual skills and organisational capability.

Focussing on underwriting the success of individuals and organisations, our strength is our ‘Professional first approach’ where we grow careers, up-skill and deliver relevant qualifications for career progressions, change and maintain the future world of work.

About the job
You are feeling naturally drawn to data and you can't stop thinking of new ways to generate insights from customer and market data? Then this might be just the role you were looking for. The good news is, it doesn't stop here. Our Customer Experience Manager has the total remit for designing, implementing and monitoring the end to end service experience delivery through our online and face to face channels.

Reporting to our inspiring and passionate Head of Market Development and Strategy, this new and exciting role is responsible for cascading our existing CX strategies into execution plans for the day to day service experience delivery, but most importantly to map our future customer experience with cross-functional representation, priority alignment, and translation into a CX roadmap and B2B service experience delivery.

We love celebrating successes at Swinburne Professional, using your expertise in nurturing and engaging customers long-time. For this role the ultimate success measures are the engagement level of our new and past customers, their repeated purchases as well as their referrals. If this aligns with your passion for customer experience, professional education and Swinburne University then we would love to hear from you.

About you
To be successful in the role, you will have:

• Postgraduate qualifications and extensive relevant experience; or extensive management experience and proven management expertise; or an equivalent combination of relevant experience and/or education/training.
• Demonstrated experience working in a marketing role, a product management and/or operational role, a customer service role.
• Experience in achieving successful outcomes in a large and complex organisation.
• Proven experience in planning, managing, and delivering marketing activities across numerous segments, channels and markets.
• Knowledge about the education sector desirable but not mandatory

A full list of the selection criteria is available within the position description

Benefits

• Enjoy 50% study fee reduction
• Participate in regular staff and management development programs
• Private health insurance discounts
• Discounted annual Myki cards are available to Swinburne staff

Discover more discounts when you start at Swinburne. Receive movie tickets and staff membership options at the Swinburne bookshop. There's news subscriptions and computer and software discounts on offer.

Further information and how to apply
The diverse culture within Swinburne is a source of strength. We are proud to be recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality 2018 and of key initiatives such as our Pride@Swinburne Strategic Action Plan and our Reconciliation Action Plan which are integral components of our 2025 vision to be world class university creating social and economic impact through science, technology and innovation. Swinburne has also received the Victorian “High Commendation” Multicultural Excellence Award (Business Category).

To view the position description or to start an application click on 'apply' at the bottom of this page and submit a resume and design your cover letter addressing why you love professional development and why you are interested in Swinburne Professional.

For further information about the position, please contact staffrecruitment@swin.edu.au.

If you are experiencing technical difficulties with your application, please contact the Recruitment team on staffrecruitment@swin.edu.au

Should you require further support for an interview due to special needs or consideration, please contact our Diversity Consultant, Dr. Walter Robles, on inclusion@swin.edu.au. For support or queries related to Aboriginal and Torres Strait Islander employment, please contact DeadlyCareers@swin.edu.au.

Applications close at 5pm, Thursday 4 July 2019

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