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 analyse 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.

Reference Number: 3194