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Customer Experience and Operational Effectiveness Lead

Student Placement Operations | Hybrid in Melbourne, Australia | Full Time

Job Description

An ASX100 business with a 50-year heritage, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada, Ireland and New Zealand institutions, English-language testing and training.

We are on a mission to build the world's leading platform and connected community to guide students along their journey to achieve their lifelong learning and career aspirations.

As a co-owner of IELTS, we deliver the English test that is trusted by more governments, universities and organization's than any other. We also operate English language teaching schools in Southeast Asia.

We are innovators, driven by the needs of our customers and deep data insights. Our 5,000 team members based around the world understand that our services change lives – not only of our customers, but their wider communities.

By combining empathy and professional expertise with digital excellence, we create launch pads for our customers to achieve global success.

About the Role

The role is primarily responsible for driving Australasia student placement’s process improvements, best practice adoption, and training delivery that led to improved customer experience, operational efficiency, and sales productivity.

It plays an integral role in representing the region in IDP’s global CX program and Digital teams to advocate onshore customers’ needs and ensure solutions outcome delights our students, clients, and counsellors.

This is a permanent opportunity based out of Australia.

What you will do:

Regional Customer Experience Management

  • Actively participating in CX forums and the broader global CX teams to ensure regional customer needs are represented.
  • Supporting the detractor management program ensuring regional compliance to process and identifying areas of improvement.
  • Analysing NPS insights, research, and customer lab outcomes to determine suitable regional initiatives that will positively impact customer experience and NPS outcomes.
  • On behalf of our customers- advocate their feedback strongly across the region and be seen as the CX champion to help support our countries in supporting our customers
  • Establish feedback mechanisms from counsellors, office managers, country directors and regional colleagues that ensures you are seen as relevantly connected to the ‘reality’ of the business and able to lead/advocate regional needs to the CX program and systems and processes.

Operational Improvement

  • Review existing business processes to determine our existing operational and sales efficiency level.
  • Identify challenges/opportunities for efficiency improvements.
  • Present key learnings to the business and key stakeholders.
  • Develop a clear action plan based on the agreed solution and follow through the implementation of the plan for the SP teams.
  • Support stakeholders in redefining and implementing best practices that will improve customer conversion and sales productivity

Stakeholder Engagement

  • Engage with multiple business units and ‘connecting the dots’ on creating a positive impact and foster relationship with the region and network SP and CX and Digital product teams

Solution review and contribution

  • Ensure work allocated in projects is completed timely and to required standards.
  • Contribute to unexpected challenges in projects, looking for solutions to problems on the go.

Change, Training and Communications Delivery

  • Be seen as an advocate of change in the Region; the ‘go to’ person for all things on CX and process best practices, to the regional requirement.
  • Provide practical solutions for the Digital Teams associated to training and communication. Design and contribute to planning, development, and deployment of solutions in the Region, being customer-led and ‘voice of the onshore teams.

The successful candidate will have:

  • A passion for customer advocacy
  • Experience in NPS and/or use of Qualtrics platform
  • Strong influencing skills in representing and implementing change.
  • Ability to think “outside of the box” and propose/implement innovative solutions to improve business efficiency.
  • Effective Leadership to be seen as a customer thought leader, influencer, and champion.
  • Capability to influence regional, country and office leadership teams.
  • Ability to influence front line staff and has experience in change initiation/management.
  • A strong analytical background, a problem solver and have excellent diagramming and communication skills.
  • Confident running workshops and meetings

 Desirable requirements (leadership & team/project capabilities):

  • Student placement experience including front line use of IDP systems and processes.
  • CX and/or Process Improvement certifications
  • Reporting/analytical knowledge on OBIEE, Power Bi and Qualtrics Dashboard

What's in it for you

  • Benefit from rewarding experiences.
  • Become part of our connected global community, feel included and celebrate our diversity every day.
  • Work alongside enthusiastic and passionate colleagues who are working towards the same goal of changing the world for the better, through global education.
  • Thrive in an innovative agile digital culture.
  • Be inspired and mentored by our courageous leaders who are authentic and approachable.

Why join us

Be part of our story, as we support you to create meaningful and rewarding experiences, grow your career with purpose, and celebrate as a global team.

If you identify as a member of an underrepresented community, we encourage you to apply, even if you feel you do not meet all the criteria, but have relevant skills, experience and capability that will enhance the role. At IDP, you can be yourself, be seen, heard, valued, and celebrated every day for your meaningful contributions. If you require any adjustments, let us know.