Head of Customer Experience Delivery at Employment Hero

Information Technology and Services, Management, Full-time, Remote, Sydney, New South Wales, Australia sydney remote full-time
Description
Posted a month ago

Employment Hero is an Australian tech unicorn - valued at over $1 billion. Our world-class software is the easiest way for small to medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year on year since inception, and expanded globally in late 2020. We now service over 80,000 businesses and we will continue to grow rapidly in 2022 and beyond.

We believe in distributed employment and take a ‘Remote First' approach with our team. Employment Hero can hire across the globe, assuming that candidates have eligible working rights and are in a suitable timezone. If you've got the skills for the role and the passion for our mission then we want to hear from you!

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

The Role

Our approach to CX is ever evolving and is always focused on achieving the highest levels of customer satisfaction with minimal customer effort. We are now even more focused on building out our service models, OMNI Channel experience as well as continuing to be a great place to work.

We are a customer-focused company, ensuring that as the Employment Hero proposition continues to grow so does the exceptional service and experience that we provide. This will significantly impact our customer retention and growth, and therefore increased revenue and advocacy measures. We are embarking on rapid growth and are pivoting our CX function away from traditional call centre behaviour and thinking. We are passionate in evolving the way that we work to ensure that we are consistently delivering what matters to our customers, teams and partners.

We are looking for Heroes that will live our values and pair them with their obsession for excellence as Employment Hero is driven to deliver world class and Industry leading customer and employee experiences. this role is pivotal is driving exceptional customer experiences through compliance, implementations and our Customer Success Teams.

Responsibilities

  • The role requires someone to be flexible; who is able to balance strategy as well as delivery of key outcome measures.
  • The successful candidate will have a proven track record of defining strategies to drive process optimisation, build teams from the ground up based on the defined strategy that ladders to the overall CX and EH OKRs.
  • The role will continually partner with other CX and non-CX teams to ensure end to end optimisation (better experience measures and lower cost metrics).
  • The role will be accountable for driving the evolution of the team and CX business whilst setting solid foundations for the future.
  • You will have a deep understanding of OMNI Channel customer service processes and their impacts on customer/ users / employees and related business functions. This will be for our service and sales channels available today (telephone, chat, e-mail, BOTS, Social and Community etc).
  • You will be ‘hands on’ to understand the business as well and get things done whilst thriving in a start-up environment. Uncertainty and high velocity of change is seen as an opportunity to build our business, brand and function!
  • The role is an integral part of the EH CX Leadership Team and will require strong T-Shaped Leadership as you will have an ability to build clear pillars of accountability whilst ensuring we maximise a matrix approach to our function. To do this you will need to have experience in building and leading Customer Success, Customer Insights and Improvement teams, Customer Support Teams, technical delivery and troubleshooting as well as sales and retention.
  • You will have a proven track record of how to do the role of your team. As we build the CX delivery pillar out as the leader of this team you will need to lead through doing. This will enable growth and on-going improvement of you and the team whilst we continue to grow at pace. You will have a ‘can do’ attitude and be able to demonstrate deep HR, Sales, Payroll and experience improvement technical expertise and coaching ability.
  • You must have a forward thinking mindset to ensure that our work is future ready and ahead of the pack. Our growth initiatives across the end to end customer journey as well as our partner and compliance management process will be world class and go hand in hand with our implementations, customer training and business growth initiatives.
  • Your proven leadership skills will accelerate the team strategy and skill set.
  • You will naturally develop strategic customer success initiatives, client services processes and workflows by leading these teams and being close to our customers, partners and Heroes everyday.
  • You will provide operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient end to end CX function as well as business.
  • You know how to develop and work with Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points, and optimising our service and support offerings.
  • You will work with quantitative and qualitative insights from our CXT and CX Ops teams to develop your teams to drive experience measures up. Structured and unstructured data are seen as a gift and used as well as sought out to remove waste work in your teams and processes.
  • The role must be laser focussed on building a high performing and engaged team through thought leadership, coaching, learning by doing whilst balancing team, company and individual goals.
  • This leader will align the team with business goals while owning planning, goal setting and achieving results.
  • Effectively communicating and leading change management initiatives cross functionally and inter-team is a core deliverable of this role. A key part of the Customer Experience Transformation Team is to create, drive and deliver on newly created EH and global best practises.
  • You will (and develop your team to) engage cross functionally with key stakeholders in other business units to drive projects (inside and outside of the CX Function).

Requirements

  • Proven track record of delivery in a fast-paced start-up culture. The successful applicant will have experience in leading customer transformational projects and teams, and be qualified in HCD.
  • Customer Experience Leader: Has experience in leading teams to identify, test and ‘make normal’ new ways of working to deliver improved customer support and product experiences. This leader will have delivered and lead initiatives that are conceived from the ground up representing the customer throughout and partnering with the other delivery and support leaders/teams to design company wide end to end experiences as the business grows.
  • Product & Business Acumen: Customer champion with a design mind-set and demonstrated strengths in improving or designing new customer experiences. Has developed clear and compelling business cases that support prioritisation of work and investments.
  • Values based Leader: Has management experience of leading CX professionals as well as digital and learning channels with proven history of hiring, managing and developing a high performing, engaged team.
  • Boundary-less Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. demonstrates superior T-Shaped Leadership.
  • Customer Service & Implementation/Onboarding Expert: Demonstrated strength managing or working with customer support organisations and operations to drive seamless optimised implementation experiences that evolve to drive down cost to implement and drive up customer experience measures.
  • Change Leader: Experience in a dynamic work environment, managing and executing complex system and organisational change initiatives inc the application of new technology to automate processes
  • Leadership Execution: You will have excellent written and verbal communication skills including an ability to communicate complex issues to multiple audiences. You will be proficient in Word, Excel, PowerPoint, G-Suite and Confluence.

Benefits

  • Self, health, wealth and happiness programs
  • Remote-first and flexible working arrangements
  • Our Sydney office is dog friendly and remains open for team meetings, collaboration days and those who need a day away from their home office (we are a COVID-safe workspace for those who choose to use it!)
  • A generous budget to spend on setting up your home office (if you need a desk, chair, screen? You name it!)
  • We set you up for success with the latest and greatest hardware, tools and tech
  • Continuing education / post-graduate assistance program
  • Virtual yoga classes
  • Weekly virtual happy-hour and social events to get to know your new colleagues
  • Quarterly & yearly team celebrations
  • Access to the EH Employee Benefits Program and Hero Rewards Shop, of course!
  • Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

  • Raised $181M achieving unicorn status February 2022
  • LinkedIn Top 25 Startups 2021, ranked #2 in Australia
  • The Australian Top 100 Innovators List 2021
  • Raised $140M Series E round led by Insight Partners July 2021
  • Raised $45M Series D round led by Seek 2021
  • Deloitte Technology Fast 50 2020, ranked #42 in Australia
  • LinkedIn Top 10 Startups 2020
  • Raised $22M Series C Round led by Seek July 2019
  • Raised $8 mill series B round led by Seek and OneVentures
  • Deloitte Technology Fast 50 2019, ranked #20 in Australia
  • GetApp Category Leader Q1 2019
  • Deloitte Technology Fast 50 2018, ranked #12 in Australia
  • HRD Gold Medalist - Human Capital Management Systems 2018
  • HRD Gold Medalist - Rewards and Recognition Service Provider 2018
  • HRD Rewards and Recognition Employer of Choice 2018
  • LinkedIn Top 25 Startups 2018
  • EY Entrepreneur of the Year National Finalist 2018

**When applying for this position, please fill out all of the application questions, thank you**