CX Capability and Practice Manager

Sydney, CBD

• Permanent Role|Hybrid working environment | 3 days in office
• Location: 321 Kent Street| Offering a highly competitive salary
• Be passionate about delivering great outcomes for our customers

About the Role

Design and develop Customer Experience, Design Capability and Practices including Human Centred Design (HCD) through learning and mentoring programs in accordance with the icare’s strategic priorities.

Lead business wide programs to ensure the customer experience and design capabilities are leveraged to meet current and future organisational needs. Enable a consistent and coordinated approach to Human Centred Design as it is embedded across the enterprise.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as CX Capability and Practice Manager you will:

Strategy, planning and team leadership

• Develop and execute the CX Capability Plan.
• Lead development of the specialist CX Capability Framework to ensure programs are practical, relevant and lead to sustained increase in capability and applied use of customer capability skills at icare.
• Lead, mentor, and grow CX Capability Support and CX Design Support roles to further embed Human Centred Design across the enterprise and uplift CX practitioner capabilities to drive better outcomes for those we serve.

CX / Design Practice Leadership

• Establish, embed, and manage the Listen, Learn, Act ways of working for CX practitioners and delivery teams to ensure consistent high-quality work is produced through strong methods.
• Bring in, adapt, or develop new design techniques, methods and tools to ensure best-in-class and fit-for-purpose tools and resources are available for all CX practitioners and delivery teams across the business.
• Establish a best-in-class practice for the CX practice establishing and maintaining a clear charter, understanding of membership proficiency and providing professional development mentoring and support for CX practitioners and members of the Customer Community of Practice (CCOP) providing a Quality Assurance and lifting excellence across the practice.
• Lead, manage and maintain the Customer Community of Practice across icare including creating regular events, communications and engagements to build connectedness and uplift in customer centric thinking and approaches.

Customer Culture & CX Capability across the organisation

• Lead Listen, Learn, Act and Human Centred Design coaching and mentoring to embed customer centric mindset, behaviours and ways of working within teams, using a hands-on active approach for targeted teams (onboarding, team forming, training) and hands off consulting support as required.
• Partner across the organisation to deliver Customer Capability Programs as outlined in the plan, to ensure teams have the right tools, disciplines and mindsets to enable customer-centric ways of working ensuring measurable outcomes.
• Work with Learning and Development to ensure Customer Capability opportunities are identified across the employee journey and acted upon to embedded CX & Design in the employee experience and actively encouraged to suggest improvements within their area.
• Proactively drive communications and promotion of the CX programs across the business and facilitate uptake of programs and application of learnings to increase capability.
• Provide exceptional workshopping skills and partner with business teams to plan, develop and facilitate bespoke workshop programs with internal and external stakeholders on behalf of the organisation, when prioritised against core deliverables.

Skills & Experience

• Tertiary qualification at degree level in marketing or other relevant field, or equivalent
  knowledge and skills acquired through extensive practical experience
• Ability to work autonomously in determining matters related to their area of responsibility and is accountable for design concepts provided to the business.
• Proven skills in problem solving in the work environment, devising action plans and advocating new approaches.
• Ensures decisions are based on evidence and makes effective judgements under pressure.

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.