Senior Customer Experience Consultant

Melbourne, Australia /
Customer Experience + Insights – RateIt /
Fully Remote - Full Time
If you love start-ups, are an avid learner and are keen to go on a rapid growth journey - read on!  

Top five things ‘why Zipline’:
- We empower people to decide how to hit their results & make an impact 
- Genuinely awesome team & culture. We promise no games, no politics
We’re a ‘fast 100’ company, growing quickly - so there are loads of opportunities!
- As lockdowns end, you can decide on your ideal mix of work from home &/or our office
- Great perks; new Macbook, generous health+wellness budget to use how you wish, paid for performance coaching, kindle/audible with 300+books pre-loaded etc. etc.

A bit more us:
RateIt is all about helping companies improve their customer experience and automate their in-person visitor and staff compliance requirements.
We work with great organisations like Adidas, 7Eleven, Coles as well as leading Aged Care and HealthCare organisations such as St Vincents, Regis & Estia.

We’ve grown from about 20 to 60 people in the last 12months and would love to explore having you join us for our next chapter as we continue scaling.

About the role:
We’re in the market for a Senior Customer Experience Consultant to lead our CX consultancy offering for customers. Day-to-day, you’ll be engaging with our largest enterprise customers, facilitating data-driven insights sessions and guiding them on B2C service design and CX improvement opportunities. Internally, you’ll be a champion for our CX product, collaborating with Product, Sales and Customer Success teams to ensure we’re meeting the needs of the market.

Key responsibilities:
Lead data analysis as well as qualitative and quantitative research to uncover insights and opportunities for our customers. Craft and confidently present findings and recommendations. Engage with our customer’s senior stakeholders and provide advice on best practice service design, VoC and CX program initiatives. Lead our own VoC program and contribute to the innovation and growth of our CX offering.

About you:
You have an advanced understanding of CX, its value and how service design is used to achieve change.

You’re an exceptional communicator with an impressive executive presence 4-6 years of relevant work experience, ideally, as an agency based CX consultant or CX Insights lead at a B2C organisation.

You have strong analytical skills and a demonstrated ability to navigate ambiguity and solve complex problems using structured methodologies   

What's on offer
- Competitive salary
- Become a shareholder! We will offer you a stake in our success (via employee share options)
- We’re a customer-focused, software product company run with humility and transparency
- We are a modern “remote first” company - so we seamlessly mix WFH and offices as we have people across Australia, Singapore, Bali and the Philippines.
- If you’re in a major city, we offer a gorgeous working space to complement your home set-up.
- New Macbook (or Surface)Kindle & Audible account with over 300+ books 
- Generous Health & Wellness budget, 6+ paid for psychologist/workplace performance coaching sessions per year

Our promises to you
We believe in creating an environment where you are doing meaningful work, building meaningful relationships, and having fun. 

- You’re empowered to solve problems and will be given the right tools and culture to get it done
- You will always know where you stand with management - no games or politics here
- We want you to always be learning and growing – so will support you in that journey
- Encourage you to speak up, both about what's great and what's not
- We will celebrate your hard work and key milestones Input into the product roadmap - everyone has the ability to influence this
- A purpose-driven organisation with a vibrant and positive culture