Customer Experience Specialist

The Lottery Corporation is Australia's largest lottery company offering exciting games that deliver life-changing wins to customers and make a meaningful difference in the community.

We're the team who bring you Australia's favourite lottery games. For more than a century, we've been playing our role in making a better future by delivering winning moments every day to our people, our customers, retailers, partners and our community.

Share joy, spark possibilities and join the winning team today!

Support Customer Experience research and design, collaborating with a range of teams to identify opportunities, solve problems, and deliver improved outcomes for Customers using service design and design thinking approaches.

You will also be responsible for the creation and management of end-to-end Customer Journey maps and Persona development to support these activities.

You will use your CX design experience to understand and identify gaps in our 'Must Win' customer journeys, and work with channel owners to optimise experiences in order to deliver increased satisfaction, build long term customer value and increase loyalty. Focusing on onboarding, churn, retention, and Customer lifecycle you will identify and develop strategies to gather deep knowledge and insights of Customer behaviour improving the overall Customer Experience.

What you'll do

• Undertake research activities as required to test hypotheses, validate assumptions, gage desirability and develop Customer Experience strategies
• Collaborate with a range of teams to identify opportunities, solve problems, and deliver improved outcomes for Customers using design thinking approaches.
• Be responsible for taking actionable insights and using these to generate target concepts that meet or exceed our customer expectations balanced with the needs of the business
• Development of Customer Journey maps for an omni-channel environment, feeding in Voice of Customer insights
• Facilitate workshops/co-creation activities with a mix of internal staff and external users to drive ideation
• Build a unique toolkit of design tools
• Champion customer first decision making and design thinking approaches
• Facilitate collaborative activities across departments to turn Customer insight into action
• Champion CX metrics as a part of driving positive change
• Act as an ambassador for the Customer and drive cultural change towards customer centricity
• Represent CX within project teams as required

What you'll bring

• Experience in a Customer Experience or Research role
• Preferred Bachelor's degree or higher, in a qualitative discipline, design or social sciences with research experience.
• Experience in Product or Strategy development preferred
• Experience in the use of Customer feedback data to shape strategy
• Experience running Qualitative research preferable
• Experience running focus groups/workshops as a means to empathising with target users/customers
• Experience with design, from sketching through to prototyping Customer/User Journey Mapping
• Human Centred Design skills
• Presentation skills: you don't report stats or send out reports - you tell stories backed up by data. You are comfortable presenting to a broad audience of stakeholders and are not afraid to defend your findings in a discussion. You know how to formulate and present your story depending on the audience.

What you'll get

Not only will you receive an awesome candidate experience from our caring Talent team, the benefits of working with us are pretty good too!

The list is extensive but here are a few:

• Join an amazing team who are ready to welcome you and set you up for success. Our people are warm, engaging and passionate. We love what we do and have fun along the way.
• Deliver extraordinary results while balancing work and life with our flex for great outcomes approach
• Find your balance with a variety of leave types such as three days of TLC leave, purchased leave and 18 weeks' parental leave for all new parents, regardless of gender or family type
• A true sense of belonging. We're committed to Inclusion & Diversity with a range of initiatives such as our Gender Affirmation Support, employee inclusion networks and diversity memberships and celebrations
• Feel valued with experiences that are tailored to you, we'll always start from a 'yes'
• Support your health and wellbeing with our comprehensive (and free) app to support you and your family's mental and physical health
• Make positive impacts with opportunities to volunteer with our community partners. We'll also dollar match fundraising efforts of our employees lending their support to registered charities
• Ignite your potential with our dedicated learning and development platform with resources from leadership to technology to support your bright future
• Maximise your home workspace with our home office reimbursement payment

About The Lottery Corporation

The Lottery Corporation Limited (ASX: TLC) is Australia's leading lottery company with licences and approvals to operate in each Australian state and territory, except Western Australia.

Best known for The Lott and Keno, we're proudly one of the highest-performing lottery businesses in the world.

For more than a century, we've been supporting Australian communities through lottery taxes, donations, and partnerships. We play our role in making a better future by delivering winning moments every day to our people, our customers, retailers, partners, and our community.

Studies have shown that people from under-represented backgrounds are less likely to apply for roles where they don't match the job description criteria exactly. If this role is of interest to you and you're ready to spark possibilities with The Lottery Corporation, but don't feel that your experience aligns 100%, we would still love to hear from you and encourage you to apply.

We're committed to providing a safe, respectful and supportive work environment where our people feel included and rewarded. This commitment extends to our recruitment process. We encourage candidates to let us know if we can make any accommodations, so the process can be more user friendly for them.

We acknowledge the Traditional Custodians and First Peoples of Australia and their continuing connection with the lands on which our offices, retail outlets and venues operate. Through our commitment to reconciliation, we can build a bright and inclusive future together, creating better outcomes for all Australians.

Your online safety is important to us. We'll never request payment or credit card details from you to apply for a position at The Lottery Corporation. The most reliable source for available opportunities at The Lottery Corporation is our website. If you're uncertain whether a job ad is legitimate, do not provide your details. Verify via our website or contact our company.