Why You’ll Love Working With Us
Some of the key benefits for the position and employment at Programmed, include:
- Attractive pay: Competitive pay range with annual performance and remuneration review program
- Prime location: Based in our Burswood office with Work From Home flexibility
- Exclusive employee perks: Access discounts and benefits with over 600 retailers, including Coles, Woolworths, BWS, Dan Murphy’s, The Good Guys, JB Hi-Fi, BCF, SuperCheap Auto, and many more!
- Investment in you: We're passionate about personal and professional growth, offering access to certificates, webinars, mentorship, and practical training to help you thrive in your career
- Your well-being, our priority: Strong safety culture, generous paid parental leave and access to our Employee Assistance Program, including tailored well-being initiatives designed to support your personal and family needs
About the Opportunity
We are seeking a Customer Experience Specialist to join our team, supporting contracts across Government, Resources, Housing, and Urban Services sectors.
Reporting to the CX Manager, you will play a key role in designing and improving end-to-end customer experiences using customer insights, journey mapping, and the CX Framework. You will support Customer Journey Mapping (CJM) initiatives and the Voice of Customer (VoC) program, helping translate feedback into actionable insights that drive service improvements.
This is an excellent opportunity for someone early in their CX career, or with a strong foundation in insights, to further develop expertise in design and data-driven decision-making.
Key Responsibilities
- Support the coordination and delivery of the Voice of Customer (VoC) program, including surveys, dashboards, and reporting
- Assist with survey design, deployment, and analysis of customer feedback (qualitative and quantitative)
- Monitor customer sentiment and identify key trends, risks, and improvement opportunities
- Translate insights into clear, actionable recommendations to enhance service delivery
- Support Customer Journey Mapping (CJM) initiatives, including research, workshops, and identification of pain points
- Contribute to the design of future-state customer experiences and Opportunity Roadmaps
- Prepare CX reporting and insights for stakeholders, including leadership and clients
- Support stakeholders in using CX tools, insights, and processes to drive customer-centric outcomes
- Contribute to customer communications and engagement initiatives
About You
- Tertiary qualification in Customer Experience, Business, Marketing, or related field (or equivalent experience)
- Strong interest in customer experience, service improvement, and data-driven decision-making
- Analytical mindset with the ability to interpret data and generate insights
- Strong written and verbal communication skills
- Highly organised with the ability to manage multiple priorities
- Curious, proactive, and solutions-focused
About Us
Programmed is a leading provider of operations and maintenance services across all industry sectors including education, health, infrastructure, manufacturing, transport and mining in Australia and New Zealand.
Our Facility Management business unit partners with our valued clients to deliver a comprehensive range of facilities management from small repair work to managing large-scale facilities and infrastructure networks.
We encourage career development, support flexibility and care about your personal wellbeing and safety. Join the Programmed team today.
Work With Us
Submit your application today and join us on our mission to build outstanding people, strong customers, and great communities.
