• Full time role based in Sydney
• Design and deliver customer-centric programs for Red Cross supporters
• Work for the world's largest humanitarian movement

About Red Cross

Australian Red Cross is part of the largest humanitarian movement in the world seeking to build a better society based on people helping people.

About the role

Our vision is to inspire people to do good their way. We want to engage and inspire supporters to take action by putting them at the heart of all that we do. When supporters engage with Red Cross, we want them to have the best possible experience and create meaningful, lifelong giving connections.

In this role, you will design and deliver customer-centric programs, building actionable customer insights and working with stakeholders to review, improve and innovate on the customer experience.

Using a customer-led approach, you will support the organisation in acquiring, converting, retaining and up-selling Red Cross supporters, improving the experience and increasing the engagement for all Red Cross customers.

You will also take a lead in uplifting capability in CX, to enable all staff to embed a customer-centric mindset, and bring customer tools and techniques into their work.

What you’ll bring

• Strong experience working in one or more customer experience / design methodologies, such as UX, service design, Human Centred Design, across all stages of discovery, design and delivery
• Strong working knowledge of customer segmentation, customer personas / journeys, service blueprints and design principles, including development and application
• Comfortable working across qualitative and quantitative research methodologies; experience in the development and execution of ethnographic or contextual research would be strongly desirable
• Experience in leading and facilitating cross-functional and multi-skilled projects and teams with exceptional communication, collaboration, stakeholder management and influencing skills

Why work for us?

Work for purpose, know that the work you do enables Red Cross to support and empower people and communities in times of vulnerability.

You can access flexible working arrangements and generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15,900 a year.

Further information

For further information about the role responsibilities and requirements please see position description below. For additional enquiries please contact Jen Shailer on 02 8295 2766.

Position description: Position Description - Customer Experience Programs Lead.pdf.