Customer Experience Specialist

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Short Description

Position Purpose

The primary objective of the role is to:

•Manage the Student and Test Taker CX/NPS Programs insights for customer led change

•By delivering highly accurate, impactful, pin-pointed and actionable CX insights

•Driving customer led requirements into our innovation and improvement agenda

•Driving for experience, revenue, retention and referral (advocacy) gains for IDP, SP and IELTS

•Across our Central and Network teams, and

•Helping our business put our customers at the centre of what we do, always.

You will bring alive their needs, pain and gain points and improvements, for prioritised customer led tactics, resulting in revenue, retention and referral (advocacy) gains.

You’ll ensure a connected customer story and embed IDP’s ‘customers first’ mindset in the cultural change.

The role will be customer and data led, leveraging insights to remove bias from the business and ensuring our customers voices are heard.

By becoming their strongest voice within IDP, you will help deliver a truly customer centric and customer led strategy and generate the most value possible.

Long Description

Personal Specification You will have:

At least 6 years’ experience in CX function, or experience in Sales, Success, Consulting or Marketing related functions With B2B and B2C CX expertise,Ideally with B2B2C CX experience,Ideally with global expertise, working in diverse global and multi-country environments

Ideally in a technology environment,Across digital, virtual and physical channels,Significant experience in CX or customer insights programs

Creative in designing and delivering high impact presentations

Significant attention to detail and keeping all artefacts current

Strong monitoring, tracking and reporting capability

Strong understanding of customer strategy, marketing and CX functions, including

Understanding of customer centric thinking

Understanding the interplay between data, insights, engagement and innovation

Excellent customer and stakeholder engagement and management skills, including Engaging interviewing skills, Strong communication skills

Excellent written, verbal and presentation skills,Agile, Human Centred Design and/or Design Thinking experience,Expertise using, programming, and reporting from CX software