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Head of Customer Experience | Sydney

Employment Type:  Permanent (Full Time)
Business Area:  Innovation and Growth
Division:  Strategy

Sydney, New South Wales, AU

About our team

The world is growing at an unprecedented rate. As the population climbs, food demand will surge. With operations in grains and oilseeds in Australia, Canada, China, India, New Zealand, Singapore, UK and Ukraine, GrainCorp is an accomplished and diverse business partner operating at scale in a vital industry.

And our people are central members of an international taskforce steeping up to meet that challenge.

About the role

The Head of Customer Experience reports to the Chief Innovation & Growth Officer and will lead the development and delivery of the customer experience strategy across all business areas in agribusiness and processing – working with multiple stakeholders and differing levels of customer experience maturity.

Specifically, your mandate will be to:

  • Design and launch a new Customer Experience (CX) function; build the customer vision, roadmap and link it to strategic priorities
  • Build and deliver initiatives to enhance the customer experience, partnering with the business areas to define, design and prioritise business transformation initiatives to drive improved experience for customers 
  • Provide thought-leadership, strategic insight and work closely with the CIGO to facilitate the development and ‘refresh’ of the GrainCorp CX strategy
  • Play a leadership role (working with the CIGO across GrainCorp) to position the customer at the centre of strategy and promote the cultural drivers which lead to positive customer outcomes.

About your experience

Our ideal candidate has a successful track record in building and leading development of a customer strategy from scratch including analytics, insights, strong commercial understanding and clearly identifiable outcomes as well as:

  • Successful track record and experience in customer-led strategy development
  • Successful track record in commercial strategic marketing, developing and executing a customer strategy
  • Strong experience in delivering strategic projects with clear, practical and actionable outcomes
  • Strong knowledge of strategy process and frameworks, and experience in embedding in corporate environment
  • Demonstrated independent skills to research and to access internal and external information
  • Relevant tertiary qualification in marketing, strategy or related discipline.

In addition to providing proof of working rights and suitable professional referees, progressed candidates will be required to undertake a national police check and credit check.

Next steps

Submit a short application online, including current resume, by close of business on Friday 21 January 2022.