Job Title

The Law Society of NSW is Australia''s largest and most influential membership association for solicitors. We support the legal profession and advocate for a just society for all. We are currently seeking 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, ensuring their needs influence decision-making across the organisation. You will oversee tools, processes, and metrics to monitor and improve the customer experience, and collaborate with various departments to deliver seamless, integrated services. You will also develop the Customer Service Team to handle inquiries efficiently, establishing protocols for call routing and escalation. What You''ll Be Doing Implement a comprehensive CX strategy aligned with organisational goals. Foster a customer-centric culture within the organisation. Collaborate across departments to optimise the customer journey and drive improvements. Monitor customer feedback and metrics to inform strategic decisions. Advocate for the customer''s needs in all business decisions. Conduct user research to understand customer behaviours and pain points. Work with the IT team to enhance digital platforms based on user insights. Stay updated on industry trends and apply relevant insights. Train and coach the Customer Service Team for effective inquiry handling. Design and implement call routing and escalation protocols. Collaborate with support and product teams to refine triage processes. Serve as a point of escalation for complex inquiries. Build a positive team culture emphasizing collaboration and continuous learning. Establish key metrics such as CSAT, FCR, AHT, CES, and Call Abandonment Rate. About You Experience in customer experience, service, or related roles, including team management and strategic planning. Proven success in developing and implementing CX strategies. Experience working with cross-functional teams to optimise the customer journey. Ability to foster a customer-centric culture through training and leadership. Experience leading change initiatives and continuous improvement efforts. Knowledge of CX trends, technologies, and best practices. Call centre management experience, including overseeing workflows and metrics. Experience with incident triage, prioritisation, and resource allocation. Strong customer service background with excellent communication skills. Ability to leverage data and metrics for strategic insights. Familiarity with call centre tools, CRM platforms, and analytics software. A commitment to delivering outstanding customer experiences. Ability to build strong relationships with stakeholders at all levels. To apply The Law Society of NSW values diversity and is committed to an inclusive workplace. Please submit your CV and cover letter outlining your experience and motivation for this role. #J-18808-Ljbffr