Customer Experience Manager

The Law Society of NSW is Australia's largest and most influential membership association for solicitors. We're not all lawyers, but we work together to support the legal profession and ensure a just society for all.

We are currently looking for a Customer Experience Manager to create and deliver exceptional experiences that meet or exceed customer expectations at every touchpoint of The Law Society.

About the role

The CX Manager champions the customer's voice, advocating for their needs and preferences throughout the organisation to ensure that decisions are made with the customer in mind.

You will oversee the implementation of related tools, processes, and metrics to measure and monitor the customer experience, gathering insights to inform decision-making and identify areas for enhancement.

You will also collaborate across departments to break down silos and ensure alignment in delivering seamless and integrated experiences for customers. This involves working closely with Project, Service Improvement, IT Operations, marketing, and externally facing business teams to coordinate efforts and optimise the end-to-end customer journey.

You will develop the Customer Service Team to provide initial responses to inquiries from the legal profession and its members. Key to this role will be designing and implementing efficient processes to handle incoming customer inquiries effectively and prioritising them based on urgency and complexity.

The role will establish clear protocols and guidelines for call routing, ensuring that each customer is directed to the most appropriate resource for their needs: immediate assistance, escalation to specialised teams, or follow-up for resolution.

What you'll be doing

  • Implement a comprehensive CX strategy, aligned with organisational goals.
  • Establish and nurture a customer-centric culture within the organisation, ensuring all employees prioritise customer satisfaction.
  • Collaborate cross-functionally with Project, Service Improvement, IT Operations, marketing, and business teams to optimise the end-to-end customer journey and drive continuous improvement.
  • Monitor and analyse customer feedback, trends, and metrics to identify areas for enhancement and inform strategic CX decision-making.
  • Champion the customer's voice throughout the organisation, advocating for their needs and preferences in all business decisions and initiatives.
  • Conduct user research, including surveys, interviews, and usability testing, to understand customer behaviours, preferences, and pain points when interacting with digital services.
  • Collaborate with the IT Project Team to translate user insights into actionable design improvements and enhancements for digital platforms and applications.
  • Stay abreast of industry trends, emerging technologies, and best practices in UX/UI design and digital customer experience, applying relevant insights to drive strategic decision-making and competitive advantage.
  • Support ongoing training and coaching of the Customer Service Team to efficiently handle incoming customer inquiries and prioritise them based on urgency and complexity.
  • Champion and lead design changes to implement efficient processes and protocols for call routing and resolution, ensuring timely and appropriate responses to customer needs.
  • Establish clear protocols and guidelines for call routing and escalation, ensuring that each customer is directed to the most appropriate resource, whether immediate assistance, escalation to specialised teams, or follow-up for resolution.
  • Collaborate closely with other departments, such as technical support, and product development, to gather insights, refine procedures, and continuously improve the triage process to enhance overall customer satisfaction and streamline operations.
  • Serve as a point of escalation for complex customer inquiries or issues, providing guidance and support to customer service team members and ensuring that customer needs are addressed promptly and effectively.
  • Foster a positive team culture of collaboration, accountability, and continuous learning, providing ongoing feedback, coaching, and professional development opportunities to empower team members to excel.
  • Establish Key metrics and data insights, for example (and not limited to): Customer Satisfaction Score (CSAT), First Contact Resolution (FCR) Rate, Average Handling Time (AHT), Customer Effort Score (CES), and Call Abandonment Rate.

About you

  • Demonstrated experience in a similar role, preferably in customer experience, customer service, or related fields. This includes experience managing teams, setting strategic direction, and driving organisational change.
  • Proven track record in developing and implementing comprehensive customer experience strategies that align with organisational goals and drive customer satisfaction
  • Experience collaborating with cross-functional teams, including product development, marketing, IT, and business operations, to optimise the end-to-end customer journey and deliver seamless and integrated experiences.
  • Experience fostering a customer-centric culture within an organisation, including training, coaching, and empowering employees at all levels to prioritise customer satisfaction and contribute to delivering outstanding experiences.
  • Experience leading organisational change initiatives, including managing resistance, overcoming challenges, and driving the adoption of customer experience best practices and principles throughout the organisation.
  • Track record of continuous improvement in customer experience processes, systems, and practices, including implementing tools, methodologies, and frameworks to enhance overall customer satisfaction and drive business performance.
  • Familiarity with customer experience trends, best practices, and emerging technologies in customer experience, digital transformation, and customer service, with the ability to apply relevant insights to drive innovation and competitive advantage.
  • Demonstrated experience in call centre management, preferably in a management role. This includes experience overseeing teams, managing workflows, and optimising call centre operations for efficiency and effectiveness.
  • Experience in triage or incident management, including developing and implementing processes and protocols for handling incoming inquiries, prioritising them based on urgency and complexity, and directing them to the appropriate resources for resolution.
  • Strong customer service background, focusing on providing exceptional customer experiences and resolving customer inquiries or issues promptly and effectively.
  • Experience in quality assurance and performance management processes, including monitoring and evaluating team performance metrics, providing feedback and coaching and implementing improvements to drive continuous improvement.
  • Strong analytical skills and experience leveraging customer data, insights, and metrics to inform strategic decision-making, identify areas for improvement, and measure the impact of customer experience initiatives.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with team members, stakeholders, and customers and build strong relationships based on trust and collaboration.
  • Familiarity with call centre technologies, tools, and software, including call routing systems, CRM platforms, and reporting and analytics tools, to optimise operations and enhance overall performance.
  • A customer-centric mindset and a commitment to delivering outstanding customer experiences, focusing on meeting or exceeding customer expectations and driving customer satisfaction.
  • Proven ability to build and maintain strong relationships with internal and external stakeholders, including senior leadership, employees, customers, and partners, to advocate for the voice of the customer and drive alignment in delivering exceptional experiences.

To apply

The Law Society of New South Wales is committed to building and maintaining a respectful and inclusive workplace, appointing the best person for the role and supporting diversity.

Applications should contain a CV and cover letter that outlines your key experience and motivations for this role.

Closes