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Customer Experience Specialist

Apply now Job no: 503099
Work type: Permanent Full-Time
Location: Ann Street

The Customer Experience Team is responsible for supporting the customer led culture across the Lotteries and Keno business. We’re seeking to bring the voice of customer into everything we do, using data and customer driven insights to put customers at the heart of our decision making.

For this role, we’re looking for a world-class Customer Experience specialist. Someone who loves working with stakeholders in our Lotteries and Keno business on solutions to customer problems. While you’re doing your best work, we’ll support you with freedom, flexibility and the opportunity to innovate. Together, we’re game changers – bringing excitement to millions of Australians every day.

What you’ll do

We are excited to be looking to recruit this new role in our Lotteries and Keno team!

The Customer Experience Specialist will support Customer Experience research and design, collaborating with a range of teams in identifying opportunities, solving problems, and delivering improved outcomes for Customers using service design and design thinking approaches. The role will be responsible for the creation and management of Customer Journey maps and Persona development to support these activities.

The role will also drive the development of Customer Experience Strategies, champion the use of CX measurement and metrics to underpin important conversations, and support initiatives that seek to drive the organisation towards a culture of customer-centricity.

What you’ll bring

We are looking for someone who has a minimum 2 years experience working in a similar Customer Experience role. You will have experience in using Customer feedback data and insights to shape strategy and experience design, and you’ll be an excellent facilitator, able to guide teams through solving experience gaps. You will preferably have qualitative research experience and Customer/User Journey Mapping experience.

Critical to your success in this role will be your ability to work collaboratively, your strong facilitation skills, your aptitude for telling stories backed by data, and your ability to clearly articulate and identify “pain points”.

When you join our Customer Experience Team, you’ll be able to take advantage of a range of benefits including flexible working arrangements, leadership and development programs and community programs.

About Tabcorp

We’re Australia’s largest gambling entertainment company. Together, we build on our 100+ year heritage by delivering Excitement with Integrity, every day. Each one of us is here to put our customers at the heart of everything we do by creating moments that engage, surprise and thrill.

Our 5,000+ strong team is as diverse as Australia itself. Our people drive homegrown world-class brands; Tatts, TAB, NSW Lotteries, Golden Casket, SA Lotteries, Keno, Sky Racing, Sky Sports Radio and MAX. As an ASX Top 50 company we’re proud to shape our industry for the better. Because together, anything’s possible.

Tabcorp is committed to creating an inclusive workplace where all our people feel valued for their unique qualities and have a sense of belonging. If you need assistance or adjustments to fully participate in the application process, please contact


Advertised: E. Australia Standard Time

Applications close: E. Australia Standard Time

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