Customer Experience Manager

PRIMARY DETAIL

Develop and implement digital customer experience improvement strategies, programs and initiatives to drive customer engagement with the University. Hybrid working arrangement.
• From $127,609 to $134,775 per annum (HEW Level 9), plus 17% employer’s superannuation and annual leave loading.
• Full-time, continuing/fixed-term role. Based at Wallumattagal campus, North Ryde.
• Supportive & collaborative team environment. Hybrid working arrangement.

THE ROLE

Group Marketing manage and promote the University’s brand, reputation and achievements. We support the University in delivering programs that differentiate the University’s brand and drive growth in our domestic and international market across all student cohorts.

The Digital team within Group Marketing is seeking an experienced Customer Experience Manager to oversee and manage the development of a comprehensive set of customer experience design principles; develop and maintain the frameworks to help design experiences that resonate with customers; as well as execute the University’s customer experience strategy including developing and implementing customer measurement systems, and managing ad hoc and targeted customer research and insight generating activities.

About You

You are an experienced Customer Experience or User Experience Manger with a strong emphasis on research and drawing customer insights from that research to develop wireframes, information architecture, user journeys and experiences. You are used to working closely with web producers and stakeholders across an organisation and have managed, coached and mentored junior team members.

About Us

Macquarie is a university engaged with the real and often complex problems and opportunities that define our lives. Since our foundation 58 years ago, we have aspired to be a different type of university. Over the years, we have grown to become the centre of a vibrant local and global community. Connect with us today .

We rank amongst the top employers in the Australian Workplace Employers Index, having recently earned a five-star rating in the QS World Rankings with the highest rating for employability. Take a look at the staff benefits on offer.

To Apply

To be considered for this position, please apply online and attach your resume and a separate cover letter that addresses how you meet the below selection criteria (maximum 2 pages):

• Degree or equivalent extensive experience in customer and user experience or related discipline and/or extensive relevant experience.
• Advanced knowledge of Customer Experience Management and User Experience Design principle, information architecture and wireframes, search engine optimisation techniques, user experience and user interface best practice principles with the ability to optimise websites for an engaging user experience.
• Agile methodology.
• Extensive experience in customer strategy, customer insights and/or customer experience design and execution.
• Expertise in the frameworks, methods and techniques used to unearth customer insights (such as ethnographic research, behavioural economics, human centred design), to design, build and then deliver experiences.
• Expertise in formulating, testing and implementing customer experiences for specific outcomes in the context of a large, matrixed organisation.
• Developing and implementing governance structures and continuous improvement processes and policies within a technical environment.
• Managing and coaching a CX/UX team.
• Building and managing relationships with key internal and external stakeholders.

Role-specific Enquiries: Andrew Jayatilake, Digital Director, Product and Marketing via andrew.jayatilake@mq.edu.au .  

General Enquiries: Rainki Kan, HR Administrator via rainki.kan@mq.edu.au . 

Applications Close: Sunday, 27 November 2022 at 11:59pm (AEST)

If you’re already part of the Macquarie Group (MQ University, U@MQ, MQ Health, MGSM), you’ll need to apply through your employee Workday account. To apply for this job: Login to Workday and go to the Careers App > Find Jobs.

Applications Close:

27/11/2022 11:59 PM

Equity & Diversity Statement

At Macquarie University, we are committed to providing a working environment where each individual is valued, respected and supported to progress. Our priority is to ensure culture, policies and processes are truly inclusive and that no-one is disadvantaged on the basis of their Aboriginal and Torres Strait Islander identity, gender, culture, disability, LGBTIQA+ identities, family and caring responsibilities, age, or religion. We encourage everyone who meets the selection criteria and shares Macquarie University’s values of scholarship, empowerment and integrity to apply.

Learn more about our progress towards Equity, Diversity and Inclusion.

https://staff.mq.edu.au/work/diversity-inclusion