Customer Experience Enablement Specialist

• Use your excellent communication and organisational skills to support our Customer Experience team 
• Work cross-functionally with multiple teams to identify knowledge gaps and implement operational efficiencies
• We work 2-3 days a week in our Circular Quay office

The Enablement Team supports and empowers our Customer Experience (CX) team to deliver exceptional service to our customers across Australia and New Zealand. As a CX Enablement Specialist, you'll be aiming to achieve operational excellence in our contact centre by delivering best practice content, systems and process updates, change management support, quality assurance and training and onboarding. We're looking for a energetic content curator and change management specialist who loves to seek out product and system efficiencies, problem solve and help set our CX team up for success. Time spent in this role will help develop your collaborative, communication and content creation skills. 

Cool stuff you’ll be working on

• Work closely with the broader CX team, including senior CX leadership, Team Leaders, Enablement Team, Workforce Optimisation, Internal Disputes Resolution team and CX Agents to ensure alignment on correct process and to communicate any changes in the most effective way.
• Work inter-departmentally with Product, Fraud, Credit and many other teams to ensure new product features are communicated, our security integrity is maintained and constantly improved, all arrears or collections activity is known.
• Ownership of updated and relevant content across assets such as Help Centre, Knowledge Centre, Zigi content, macros, the Hub, 10@10 slides and VOC delivery.
• Work closely with Workforce Optimisation on ways of working to constantly revise, challenge and improve our systems and their content.
• Consistently measure performance of assets and work to improve usage, Quality Assurance, Average Handling Time, number of touches, hold time, after call time, Customer Satisfaction rating.
• Continuously focus on driving positive change throughout the business by identifying gaps in knowledge, processes, product features and many more.
• Liaise with key stakeholders in the development and communication of new processes.
• Be a Zip cultural ambassador who demonstrates our values and is a trusted advisor for all in the CX team.
• Establish and maintain feedback loops with CX Agents, Team Leaders and Senior Leadership to drive process and system uplift.

What you'll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow. 

So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:

• At least 5 years experience in a similar consultant role with exposure to broad stakeholder engagement and relationship building, experience and skills in change management techniques, highly developed problem solving mindset, identifying efficiencies and content creation.
• Preferred 2 years experience in a customer service or customer facing role with a preference for problem solving, identifying efficiencies and content creation.
• Analytically focused with a keen interest in critically evaluating processes, systems and ways of working. You find enjoyment in helping people and working individually or with teams to achieve effectiveness in what we do and how we do it.
• Advanced problem solver with the ability to think fast and solve problems quickly, while continuing to communicate to relevant stakeholders and acknowledge when to escalate further. 
• Strong attention to detail and a good recall in order to keep resources updated and current.
• Experience in managing change, leading productive conversations and presentations is highly valued but not essential.
• Strong communicator who is passionate about sharing their knowledge and creating positive experiences for our business.
• Ability to build key success metrics and reports to inform progress and continual iteration and improvement where required and also report back to the business on the training and onboarding functions.
• Have a customer first mindset and be obsessed with helping others succeed.
• Strong attention to detail and a good recall in order to keep resources updated and current.
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.  

Zip is a place where you’ll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days
• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our Wellbeing platform Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave, 2 days study leave and 2 days religious or cultural leave per year
• Fee-free Zip products, and discounts with Zip merchant partners (AU)
• Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know if there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

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