Customer Experience Manager

What's the role?

Reporting to the Customer Experience & MarTech Strategy Director, the CX Manager is a pivotal member of the Client Marketing (CM) team, responsible for driving exceptional customer experiences across all touchpoints and channels for our clients and agencies. The CX Manager will play a key role in developing customer-focused solutions based on insights gathered from the VoC program,

ensuring alignment between CX initiatives and broader business objectives. The role is integral to optimise and improve the seamless experience interaction throughout the customer lifecycle stages from awareness, through to advocacy.

Key Responsibilities

• Develop a comprehensive understanding of client and agency personas to guide experience strategy and map customer journeys across various channels, identifying areas for improvement.
• Conduct market research to stay updated on client and agency needs, and facilitate workshops to create client-focused solutions.
• Contribute to the strategic direction of the Voice of Client (VoC) program, ensuring alignment with business goals and promoting internal adoption.
• Design and support usability testing, surveys, and interviews while maintaining brand standards, and coordinate with stakeholders to optimise the VoC program.
• Develop dashboards to track client feedback and insights, and drive VoC initiatives based on business objectives.
• Prioritise insights from data analysis to enhance client satisfaction and drive best practices for improving client experiences.
• Define metrics and benchmarks for customer experience goals, and implement strategies to maintain high-quality customer interactions.
• Collaborate with various departments to ensure a consistent customer experience, enhance personalisation, and foster a culture of continuous improvement.
  
  

Who are you?

• Bachelor’s degree in Business, Communications, Marketing or similar related field.
• 5+ years experience in customer experience management or client services within a B2B environment, preferably within the media, publishing, or advertising sectors.
• Proven experience in CX management, customer journey mapping, and implementing VoC solutions leveraging platforms such as Forsta, Ask Nicely or Qualtrics. Medallia preferred.
• Background in UX design and digital experience, with a deep understanding of UX/UI principles and best practices.
• Proven experience in using and interpreting analytical tools.
• Strong understanding of market expansion, product adoption, and brand development strategies.
• Excellent collaboration skills with experience working alongside marketing, sales, and other cross-functional teams.
• Demonstrated success in developing personas and mapping customer journeys that drive actionable outcomes.
• Familiarity with CX software tools (e.g. Miro etc)
• Strong written and verbal communications skills
  
  

News Benefits

News Benefits is our way of saying thank you to our people for their valued contribution to News, our audiences, clients and communities. Thanking them for the great things they do daily, for the greater good of Australia. Our benefits include:

• Exclusively ours - Access to publications and products from across the News Corp family
• Health & wellbeing - Advice, support and facilities for healthy minds and bodies (including an onsite gym at our Adelaide, Brisbane & Sydney offices)
• Time off - News offers a range of leave options to support your personal needs and moments that matter in life: Parental leave, Birthday leave, Volunteer leave, Career break and Compassionate leave.
• Helping you grow - Development opportunities (including diversity and inclusion - focused education series) and recognition
• Financial wellbeing - Support on making the most of your money
• Perks & discounts - Exclusive offers across a range of products and services
• Giving back - Make a difference to our communities.
• Workplace Inclusion and facilities – Engage with your passions through various employee-resource groups and accessibility to multi-faith quiet rooms & parents’ rooms
  
  

Who are we?

We are proud to be Australia’s most impactful media group, we’re even prouder of what we stand for. Together, we inform, advocate and inspire all Australians, for a better Australia.

With over 150 brands across news, sport and lifestyle, News Corp Australia is trusted by over 18 million Australians a month to provide the information and inspiration they seek.

Renowned for world-class journalism and marketing services nationally and internationally, we offer a fast-paced environment that encourages individuals to take control of their future and challenge themselves in ever-changing fields.

What’s next?

Apply now or for more information on careers at News Corp Australia visit www.newscorpaustralia.com/careers

Our Commitment to Diversity, Equity and Inclusion We know that diversity strengthens our teams and newsrooms as we seek to tell stories that represent the diverse communities of Australia that we serve. Our people make us unique and we all have a story. We encourage people of all ages, backgrounds, races, cultures, religions, sexual orientations, abilities and gender identities to apply. Inclusion is important to us and we want everyone at News to bring their whole-selves to work. If you require any accommodations or adjustments throughout the recruitment process, or would like to outline which pronouns you prefer, please feel free to let us know.

If you require any accommodations or adjustments throughout the recruitment process, please feel free to let us know. For more information regarding Diversity, Equity and Inclusion at NewsCorp Australia please visit www.newscorpaustralia.com/careers under the DEI section.

Category

Client Partnerships