Customer Experience Manager

QinetiQ employs more than 6000 people in 51 locations around the world, offering our customers premier expertise in advice, services and creative technology-based products.QinetiQ Australia, part of the global QinetiQ group, is a consulting and engineering services provider, giving independent and trusted advice to Government, Defence and Industry. Our success is founded on the industry-leading knowledge, integrity, performance and dedication of our people. Even though we are part of a global company, our offices have a very local feel; we employ more than 380 employees in Adelaide, Brisbane, Canberra, Sydney, Newcastle, Western Sydney and Melbourne.An opportunity exists for a Customer Experience Manager within our Advisory Division reporting into our Melbourne office.Engineering Centre of ExcellenceThe Engineering Centre of Excellence is committed to building long-term collaborative engineering hubs that drive learning, research and commercial growth. This is achieved research collaboration, engineering services and STEM development across the Australian Academic and Research landscape.About the roleQinetiQ is proud to be the service delivery partner for the Melbourne University Creator Space located at Melbourne Connect. The Creator Space is a modern maker space which will continuously evolve to ensure an unparalleled student, staff and innovator maker experience. This will enable excellence in research, collaboration and the practical application of leading edge technology.   What will a typical day look like?In this role, you would be working closely with the Service Lead and the wider QinetiQ team, as well as relevant stakeholders at the University of Melbourne, combining strong project management skills with the passion for customer experience. This role will require you to draw on your deep knowledge and experience to assist in establishing a solution which is optimised for customers and internal processes.As a Customer Experience Manager, you will be responsible for:Designing and managing student-centre activation and engagement program that attracts and drives Creator Space usage.Work in concert with MSE and Melbourne Connect (incl. MEC & Science Gallery) Marketing, Communications and Advancement teams to maximise benefits for all.Engage academics and course supervisors to link the curriculum to Creator Space.Drive Creator Space success through the piloting and development of service concepts, including their integration with MSE and Melbourne Connect.Manage the Creator Space Program on behalf of the Service Lead.Drive industry Engagement.Cross-service (MSE, MC, +) Engagement Interface.Academic and curriculum engagement.Patronage.To be successful for the role of Customer Experience Manager you will require: Experience in communicating and facilitating people on Customer Experience or Design Thinking methodologies.Ability to communicate verbally, in sketch and in writing  at the highest level and guide the development of business cases, design proposals, experience design requirements, CX insights.Ability to lead and coach all team members and design fundamentals.Highly desirable degree in engineering or design related discipline, OR significant work experience (10 years plus) in engagement, marketing or a related area.A strong understanding of the significant behavioural and social sciences that contribute to the landscape of customer research and ethnographic underpinnings of customer experience practice.Competence in one or more design disciplines (eg: Customer Experience, Service Design, Design Thinking, Human-Centred Design, User Experience etc.).Eligibility to obtain an Australian Government secret clearance is required.Applications close on April 30 2020.What we offerWithout the collective smarts of our people, we would not be able to achieve what we do. The importance that we place on each and every employee shows in the working environment we offer: We value everybody’s contribution; we encourage innovation, diversity and development; we empower people to challenge themselves and the status quo; we foster growth, both personally and professionally. We look after our people and have an attractive compensation package which supports all our employees through different stages of their careers, some of these include:Individual Professional Development AllocationFlexible WorkingSalary Continuance (Income Protection)Up to 16 weeks Paid Parental LeaveStudy Leave (Up to 5 days paid leave per year)Leave Purchase and Loyalty LeavePerformance based rewardsSalary Sacrifice and Novated LeasingReferral bonusesDress for your dayA full list of our employee benefits and further information can be found here: https://www.qinetiq.com/au/Careers/Benefits  110000 AUD Australia - VIC Melbourne - All locations CBD & Inner Suburbs Melbourne 3000
Job Opportunity | Customer Experience Manager | QinetiQ

Customer Experience Manager

  • Endorsed Employer of Choice
  • Attractive benefits including Flexible Working and Paid Study Leave
  • Utilise your skills in service design

QinetiQ employs more than 6000 people in 51 locations around the world, offering our customers premier expertise in advice, services and creative technology-based products.

QinetiQ Australia, part of the global QinetiQ group, is a consulting and engineering services provider, giving independent and trusted advice to Government, Defence and Industry. Our success is founded on the industry-leading knowledge, integrity, performance and dedication of our people. Even though we are part of a global company, our offices have a very local feel; we employ more than 380 employees in Adelaide, Brisbane, Canberra, Sydney, Newcastle, Western Sydney and Melbourne.

An opportunity exists for a Customer Experience Manager within our Advisory Division reporting into our Melbourne office.

Engineering Centre of Excellence

The Engineering Centre of Excellence is committed to building long-term collaborative engineering hubs that drive learning, research and commercial growth. This is achieved research collaboration, engineering services and STEM development across the Australian Academic and Research landscape.

About the role

QinetiQ is proud to be the service delivery partner for the Melbourne University Creator Space located at Melbourne Connect. The Creator Space is a modern maker space which will continuously evolve to ensure an unparalleled student, staff and innovator maker experience. This will enable excellence in research, collaboration and the practical application of leading edge technology.   

What will a typical day look like?

In this role, you would be working closely with the Service Lead and the wider QinetiQ team, as well as relevant stakeholders at the University of Melbourne, combining strong project management skills with the passion for customer experience. This role will require you to draw on your deep knowledge and experience to assist in establishing a solution which is optimised for customers and internal processes.

As a Customer Experience Manager, you will be responsible for:

  • Designing and managing student-centre activation and engagement program that attracts and drives Creator Space usage.
  • Work in concert with MSE and Melbourne Connect (incl. MEC & Science Gallery) Marketing, Communications and Advancement teams to maximise benefits for all.
  • Engage academics and course supervisors to link the curriculum to Creator Space.
  • Drive Creator Space success through the piloting and development of service concepts, including their integration with MSE and Melbourne Connect.
  • Manage the Creator Space Program on behalf of the Service Lead.
  • Drive industry Engagement.
  • Cross-service (MSE, MC, +) Engagement Interface.
  • Academic and curriculum engagement.
  • Patronage.

To be successful for the role of Customer Experience Manager you will require: 

  • Experience in communicating and facilitating people on Customer Experience or Design Thinking methodologies.
  • Ability to communicate verbally, in sketch and in writing  at the highest level and guide the development of business cases, design proposals, experience design requirements, CX insights.
  • Ability to lead and coach all team members and design fundamentals.
  • Highly desirable degree in engineering or design related discipline, OR significant work experience (10 years plus) in engagement, marketing or a related area.
  • A strong understanding of the significant behavioural and social sciences that contribute to the landscape of customer research and ethnographic underpinnings of customer experience practice.
  • Competence in one or more design disciplines (eg: Customer Experience, Service Design, Design Thinking, Human-Centred Design, User Experience etc.).
  • Eligibility to obtain an Australian Government secret clearance is required.

Applications close on April 30 2020.

What we offer

Without the collective smarts of our people, we would not be able to achieve what we do. The importance that we place on each and every employee shows in the working environment we offer: We value everybody’s contribution; we encourage innovation, diversity and development; we empower people to challenge themselves and the status quo; we foster growth, both personally and professionally. We look after our people and have an attractive compensation package which supports all our employees through different stages of their careers, some of these include:

  • Individual Professional Development Allocation
  • Flexible Working
  • Salary Continuance (Income Protection)
  • Up to 16 weeks Paid Parental Leave
  • Study Leave (Up to 5 days paid leave per year)
  • Leave Purchase and Loyalty Leave
  • Performance based rewards
  • Salary Sacrifice and Novated Leasing
  • Referral bonuses
  • Dress for your day

A full list of our employee benefits and further information can be found here: https://www.qinetiq.com/au/Careers/Benefits

 

Recruitment Kit:

QinetiQ is an Equal Opportunity employer and a Defence Reservists Supportive Employer. QinetiQ is committed to all forms of workforce diversity and we invite and encourage applications from women and Indigenous Australians.

If you are interested in making your next career move with QinetiQ, please follow the links to apply today. If you have any questions regarding the position please phone 07 3031 0200 or email your contact details to careers@qinetiq.com.au and our team will return your call as soon as possible.

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