Reporting into the Marketing and Communications Manager, the Customer Experience Specialist will join our Marketing & Communications Department on a full-time, permanent basis at our South Guildford office.

This role involves partnering with internal stakeholders to execute the Customer Experience (CX) strategic pillar, implementing activities that ensure consistently great customer experiences across WesTrac.

Roster: Monday – Friday, 8.5 hours per day (including meal break)

What You’ll Do:

• Partner with internal teams to deliver CX improvements through workshops, journey mapping, and change management.
• Lead CX initiatives including the CX Council, Ambassador Program, and training to embed Experience Principles.
• Coordinate and report to the Customer Experience SteerCo and support the Marketing & Sales Excellence Program.
• Drive Voice of Customer initiatives and report actionable insights across key customer touchpoints.
• Collaborate across departments to support successful execution of the CX strategy.

Skills & Experience:

• Tertiary qualification in Business, Marketing, or a related field.
• Previous experience in customer experience and project delivery within complex environments.
• Strong expertise in journey mapping, feedback analysis, and CX improvement initiatives.
• Proficient in data analysis and visualisation tools (e.g., CSAT surveys, Power BI).
• Skilled in workshop facilitation, stakeholder engagement, and SteerCo coordination.
• Excellent communication and collaboration skills with a customer-centric mindset.
• CX or Project Management certification, change management experience, and knowledge of Voice of Customer methodologies and CX trends (desirable).

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), Internal Career Progression, Training & 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 employees 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.

Reference Number: 4298