Customer Experience Director
Commencement Date: ASAP
Duration: 18 months
Time Commitment: 4 – 12 hours per week or as required in order to achieve your responsibilities
Go Girl, Go For IT is a program run by the Victorian ICT for Women organisation. Go Girl, Go for IT is not its own entity, but rather a program owned by the parent organisation, Vic ICT for Women.
The program’s main objective is to excite and engage female primary & secondary school students and to introduce them to the vast range of career options available in IT, encouraging them to consider IT as a career.
You drive your success and the success of your team through inspirational leadership and management and active collaboration by:
developing an operating rhythm that engages a high performing team who love what they do and deliver great outcomes
identifying the personas of those who we interact with, for the purpose of empathising with each persona to ensure a great experience for each and every person
lead the Go Girl, Go for IT customer experience strategy, setting the vision and offering and leading teams across the program. You will be making sure people are always informed and have a great experience dealing with us
You don’t just design a great experience for our personas, you achieve it. You’re a leader.
You’re a member of a high performing leadership team who all direct various parts of the Go Girl, Go for IT program. No area is more important than the other, you’re an ecosystem, each playing a critical role in the successful execution of Go Girl. You’re all hard-working and committed to this great cause. You’re also collaborative, you take ownership of the program’s success in its entirety.
You lead a team who are all equally hard working, dedicated and brilliant humans.
The primary responsibility of this role is to recruit a UX team and lead them in all activities associated with event planning. We operate in a matrix model and your team will be seeded into each of the Go Girl scrum teams. Your team needs to be committed to supporting each event offered by the Go Girl program. Specific responsibilities include:
lead key strategic initiatives championing customer-centric thinking, innovation and creative excellence
lead with a growth mindset, developing team members’ knowledge and skills by challenging and stretching them, whilst always maintaining quality standards
leadership of a scrum team of up to 9 resources (scaling as demand requires)
scoping, planning and creating and managing a budget to support the UX activities for each event
induction and assignment of your team members to relevant work item
ongoing management of UX’s relationships with other teams
acting as a point of escalation for issues raised by UXers
resolution of operational issues
management of risks and issues
management of the Go Girl UX mailbox
arranging, hosting and minuting team meetings
monthly status reporting
attendance at Program Scrum of Scrum meetings (typically monthly, however
may increase in frequency particularly nearer to event date).
liaising with all customer journey touch points in the org structure
You’re working with
Managing Director, Go Girl, Go for IT
Associate Managing Director, Go Girl, Go for IT
Director of Marketing and Communications
Director of Schools Liaison
Director of Event Management
Director of Tradeshow
Director of Volunteers
Director of Sponsorship
Director of Speakers
Scrum Master and Project Management Team
Director of Account Management
Customer Journey Team members
Your direct reports
Any other stakeholders required to ensure a great outcome
Qualifications / Experience
5+ leadership experience in an UC/CX related role, preferred but not essential
Enthusiastic, solution focussed attitude with the determination to find the best outcome
Strong track record of working within a large program of work in a leadership role preferred but not essential
Ideally, previous experience volunteering, or leading a volunteer team
Skills / Knowledge
Excellent leadership and organisational skills with the ability to lead, motivate & manage teams.
Excellent written and verbal communication skills with the ability to communicate complex thoughts and ideas clearly to a variety of audiences
Proven interpersonal, influencing and negotiation skills
Ability to empower the team members to share the responsibility of liaising with the other streams & also the speakers
Ability to work in a team environment