Client Experience Specialist, Retail
$70,000–$90,000 year
Hybrid · East Melbourne, Victoria, Australia
Job Summary
As a Client Experience Specialist in Retail at Catholic Development Fund, you will map and optimise the client journey, lead onboarding and retention strategies, and collaborate cross-functionally to enhance client interactions. This role requires 3-5 years of relevant experience, proficiency in client experience tools, and strong analytical skills. You will establish client feedback mechanisms, develop communication strategies to improve engagement, and drive digital adoption while ensuring compliance with regulatory requirements.
Required Qualifications
- 3-5 years' experience in client experience, customer success, service design, or related roles
- Demonstrated experience mapping and optimising customer journeys
- Proficiency with client experience and journey mapping tools (e.g., Miro, Lucidchart, Smaply, or similar)
- Strong understanding of client experience metrics including NPS/CSAT
- Proficiency with customer feedback platforms and experience measurement tools
- Excellent analytical skills with ability to translate data into actionable insights
- Outstanding written and verbal communication skills
- Proven ability to manage multiple projects and stakeholders simultaneously
- Collaborative mindset with strong relationship-building skills
Desired Qualifications
- Tertiary qualifications in Business, Marketing, UX Design, or related field
- Experience in financial services, banking, or regulated industries
- Background in digital transformation or process improvement initiatives
- Experience with CRM systems (e.g., Microsoft Dynamics 365)
- Experience developing and implementing onboarding programs
Additional Requirements
- Employment is subject to satisfactory background checks which include a National Police Check, Working with Children Check and Reference Checks
- You must hold valid working rights in Australia
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.