UGL is a diversified services company delivering critical assets and essential services that sustain and enhance the environment in which we live. Our capabilities extend across a broad range of services and whole-of-life solutions for diverse industries, utilising world leading, sustainable and innovative technologies. We partner with some of the world’s largest blue-chip companies, government agencies, private enterprise, and public institutions.
Career progression & a long term opportunity of making an impact with a high performing, collaborative and professional team are just some of the benefits that UGL Transport will offer you.
UGL are looking for a passionate & enthusiastic Head of Customer and Community to join our team.
Job Purpose
The Head of Customer & Community is responsible for the strategic development of UGL customer and stakeholder engagement experience and deliver the subject matter expertise in customer research initiatives in order to meet and exceed contract KPI’s.
Responsible for the leadership, strategy and analysis of the entire customer journey and customer touch points across the business in partnership with the leadership team as well as our joint venture partners to ensure ongoing improvement initiatives are developed.
Responsibilities
• Management and the development of the customer experience strategy and plan
• Delivery of CX strategy and plans
• Lead and support the transition and steady state business in accordance with the set plans
• Strategy development and reporting on all customer experience touchpoints and improvement strategies
• Improve the overall customer experience in all areas of the customer journey; services, brand, comfort, safety, information, feedback and monitoring and people engagement against contract KPI’s
• Responsible for the ongoing and multi-faceted customer research and feedback programs
• Direct liaison with external clients and key stakeholders on all customer and stakeholder engagement matters
• Lead innovative customer solutions in partnership with stakeholders
• Provide regular reporting with data-led insights and recommendations to improve initiatives
• Work with related industry bodies, regulators and government, providing leadership as appropriate
Qualifications
• Demonstrated experience in the provision of customer information to a diverse audience using a variety of channels, in a timely and cost-effective manner.
• Demonstrated ability to identify, develop and implement effective marketing and communications plans, preferably in a public transport or tourism services environment.
• Detailed understanding of Australian public transport networks.
• Strategic thinking and problem-solving skills, and experience in applying these to improving standards of customer experience and communication.
• Demonstrated experience in managing end-to-end production of communications content from concept to implementation, including planning and time management skills.
About Us
UGL is well-known and respected for providing end-to-end engineering, construction, and maintenance services within, rail and transport, communications and technology systems, oil and gas, power, renewables and resources, water and defence markets. UGL partners with some of the world’s largest blue-chip companies and government agencies, private enterprises and public institutions. We are a member of the CIMIC Group of companies
At UGL, we value diversity – in the backgrounds, ideas, work styles and perspectives of our team. We are an Equal Opportunity Employer and strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally diverse backgrounds to apply.
Please note that relevant screening checks will be conducted as part of the recruitment process. These may include a national criminal history check and for you to undergo pre-employment medical assessment including drug and alcohol screen.
Career progression & a long term opportunity of making an impact with a high performing, collaborative and professional team are just some of the benefits that UGL Transport will offer you.
UGL are looking for a passionate & enthusiastic Head of Customer and Community to join our team.
Job Purpose
The Head of Customer & Community is responsible for the strategic development of UGL customer and stakeholder engagement experience and deliver the subject matter expertise in customer research initiatives in order to meet and exceed contract KPI’s.
Responsible for the leadership, strategy and analysis of the entire customer journey and customer touch points across the business in partnership with the leadership team as well as our joint venture partners to ensure ongoing improvement initiatives are developed.
Responsibilities
• Management and the development of the customer experience strategy and plan
• Delivery of CX strategy and plans
• Lead and support the transition and steady state business in accordance with the set plans
• Strategy development and reporting on all customer experience touchpoints and improvement strategies
• Improve the overall customer experience in all areas of the customer journey; services, brand, comfort, safety, information, feedback and monitoring and people engagement against contract KPI’s
• Responsible for the ongoing and multi-faceted customer research and feedback programs
• Direct liaison with external clients and key stakeholders on all customer and stakeholder engagement matters
• Lead innovative customer solutions in partnership with stakeholders
• Provide regular reporting with data-led insights and recommendations to improve initiatives
• Work with related industry bodies, regulators and government, providing leadership as appropriate
Qualifications
• Demonstrated experience in the provision of customer information to a diverse audience using a variety of channels, in a timely and cost-effective manner.
• Demonstrated ability to identify, develop and implement effective marketing and communications plans, preferably in a public transport or tourism services environment.
• Detailed understanding of Australian public transport networks.
• Strategic thinking and problem-solving skills, and experience in applying these to improving standards of customer experience and communication.
• Demonstrated experience in managing end-to-end production of communications content from concept to implementation, including planning and time management skills.
About Us
UGL is well-known and respected for providing end-to-end engineering, construction, and maintenance services within, rail and transport, communications and technology systems, oil and gas, power, renewables and resources, water and defence markets. UGL partners with some of the world’s largest blue-chip companies and government agencies, private enterprises and public institutions. We are a member of the CIMIC Group of companies
At UGL, we value diversity – in the backgrounds, ideas, work styles and perspectives of our team. We are an Equal Opportunity Employer and strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally diverse backgrounds to apply.
Please note that relevant screening checks will be conducted as part of the recruitment process. These may include a national criminal history check and for you to undergo pre-employment medical assessment including drug and alcohol screen.
