About Us:

Metropolitan Memorial Parks (MMP) is a leading provider of memorial services in NSW and the Hunter Region. We are dedicated to delivering exceptional experiences for our customers. We're seeking a talented Customer Experience Officer to join our team and drive our strategic objectives for continuous improvement in customer service and sales.

Job Summary

The Customer Experience Officer will assist in leading the scoping, planning and execution of key initiatives to enhance our overall customer experience. This role requires strong cross-functional collaboration, stakeholder management and analytical skills to drive informed decision-making. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we'd love to hear from you.

Key Responsibilities

Develop and implement initiatives to optimise customer experience processes and procedures

Conduct comprehensive analysis, research and customer surveys to inform decision-making

Collaborate with internal and external stakeholders to map, plan and measure the customer experience journey

Design and deliver training materials and sessions to support new initiatives

Develop and maintain reporting metrics and dashboards to track progress

Ensure compliance with relevant legislation and industry standards

Champion our company values and foster a culture of continuous improvement

Requirements

Understanding of the cemetery and crematoria industry (experience preferred)

Demonstrated expertise in developing and delivering improvement initiatives

Strong analytical and problem-solving skills

Experience with project management frameworks and tools like Excel, PowerPoint and Visio

Excellent communication and stakeholder management skills

Personal Attributes

Confident and courageous in problem-solving and escalation

Resilient, adaptable, and outcome-focused with high emotional intelligence

Highly skilled communicator with the ability to form and maintain strong relationships

Engaging and influential with key stakeholders

What We Offer

Opportunity to work in a dynamic and growth-oriented organisation

Collaborative and supportive team environment

Professional development and growth opportunities

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, please submit your application, including your resume and cover letter by 5.00 pm, 19 June 2025. We look forward to hearing from you.