At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with WesTrac's own in house RTO - 50737, access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we’re Made for More.

Senior Customer Experience (CX) Specialist | Tomago, Sydney or Perth

About the role 

We have a new opportunity at WesTrac for a customer experience champion to join our National Marketing and Customer Experience Team at either our state-of-the-art Tomago facility or our Sydney or Perth offices. This position will be full-time, working Monday to Friday with the option for hybrid work (home/office).

The Senior Customer Experience Specialist is responsible for partnering with internal stakeholders nationally to deliver a variety of Customer Experience (CX) initiatives. This role will provide effective guidance and advice in implementing programs and activities, leading to consistently positive experiences for WesTrac customers.

The successful candidate will facilitate reporting on loyalty and insights, ensure CX principles are embedded in the business through internal programs, support change management and have a good understanding of surveying methods and Voice of Customer programs.

If you’re an experienced CX professional, have strong analytical ability, enjoy collaborating with stakeholders and are passionate about customer satisfaction and experience, then we look forward to hearing from you!

Key Responsibilities 

• 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 essential
• 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 

 Benefits

• Flexible work arrangements
• Free On-Site Parking
• Made for More Rewards
• Opportunities for career development
• 12 Weeks Paid Parental Leave
• Ability to purchase additional annual leave
• RDO opt in available
• Income protection covering you 24/7
• Fitness Passport for the whole family
• Refer a friend program – work alongside your mates and receive up to $3000 for each successful referral!
• Discounted Cat products
• Wellness Program

Apply Now

If you believe you have the skills and experience to succeed in this role, please submit your resume for consideration via the link. For further information regarding this role, please contact the Recruitment Team on 1300 797 028 and reference job number 3194.

Successful applicants will be required to complete a satisfactory National Criminal History Check as part of the recruitment process.

At WesTrac, our primary focus is our people. As we look to the future, we're focused on harnessing the best talent and providing them with the support they need to achieve success. WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture.