Stadium Customer Experience Design Lead (12 mths fixed term) - Leading Industry Pay

The GIG  

Playing a lead role, this newly created Customer Experience Design Lead position will join a reputationally strong and influential team that manages customer experience, operations and marketing for one of Victoria’s best known event destinations.   The position will have the rare and amazing opportunity to own, design and deliver a refreshed strategy for visitors, guests and tenants that will elevate the experience at multiple touchpoints across the customer journey, to a world-class standard. 

Developed for a true specialist in their field, this role requires a broad set of skills and a swag of previous experience to draw from to really nail it.  From being willing to research and get into the data and detail, to understanding industry best practice and emerging tech and tools in this space, to strategically project planning how the next 12 months will play out, all the while engaging with the right people at the right time and in the right way.    

Here’s the thing; unlike many CX roles in the market, this one has a strong focus on the in-person customer experience at a large, events-based venue in the heart of Melbourne.  The digital experience forms part of this, but the focus here is on how the digital experience transitions to moments like physical arrival and in person event-day experience.        

This is a great gig, no denying it.  You’d be working onsite at the venue and head office in Melbourne and to be honest, it probably doesn’t get much better when it comes to quite literally walking in the shoes of the customer and understanding the felt experience first-hand.  Think concerts, sports, functions and think big. 

Hybrid and flexible working are supported here.  Typically, it’s 3 days in the office and 2 days at home but talk to us about what works.  Hint: you’ll wanna be onsite for this one, trust me!    

The COMPANY 

A well-known and respected Australian organisation, this group employs a large and diverse employee base of around 4000 people nationally, with a dedicated team running. It would be fair to say this employer forms a part of most households, communities, and conversations in this country, and we wouldn’t want it any other way!  This is a proud organisation who believe everyone should share in their heritage and the possibilities they create for all who connect with them.  

With their head office and stadium in the Melbourne CBD, their culture and workforce are often described as fast paced and fun, professional and passionate, down to earth and dedicated.   Most importantly, their individual, team and organisation’s success is based on the quality of relationships they cultivate.  People are truly at the heart of everything they do. Not lip service.  They walk the talk on this. 

As a stadium, it’s likely you’ve been a visitor and might have seen anything from international sport to rock concerts and a heap of other memorable Australian events.  In fact, there’s been over 40 million visitors here since they opened the gates;  they’re kind of a big deal ;)  

The PERSON 

The person who’ll land this role will be someone outstanding in designing and planning exceptional customer experiences for large-scale built, public environments.   The winning applicant will have excellent relationship building skills they can apply across all levels and functions in a complex structure, who thrives on getting stuff done, can pivot between strategic and tactical responsibilities, ‘gets’ people and customers (including executive level leaders) and understands the work that needs to be done to achieve outcomes that are mutually beneficial.    This is someone who doesn’t shy away from change, but instead cultivates an environment where it can be welcomed, all the while having a clear end game in place that raises the bar for what good looks like.    

So, you still in?   Great, because there’s a bit more to cover... 

The thing is, we need someone who can jump in and do the ground work to set this up right in the long term.  This means comfort with doing the day-to-day sleeves-rolled-up stuff as well as strategising.  So, if the below sounds like I’m talking about YOU, I recommend you get in touch asap.  We’re progressing people as we find them, so don’t wait.  And if it’s not for you right now, that’s ok too.    

• You’re known for your CX design work and are familiar with landing in new organisations and environments; you get the lay of the land quickly and build rapport and trust easily with the people you’ll be working with 
• You’ll get a great induction here, but you’re the type of person who’s comfortable with a level of self-navigation; how to find information, set up meetings with key stakeholders and their teams and communicate through the right channels to become embedded asap.  People would describe you as ‘part of the furniture’ only a few weeks in, you’re THAT person 
• You project plan like a pro; you get a kick out of detailing the steps needed to reach the finish line for all involved.  We’re talking actions, meetings, key milestones and reporting cycles – we’re open to tools and tech that work best for you 
• You’re data led and insights driven, truth be told you can be a full-blown data geek when you need to be!  You know how to gather it, analyse it and decision make from it using a variety of methods and tech 
• You understand that all Customer Journeys are not created equal, yours are usually better!  You know that each organisation or venue has it’s own unique offering and you want to honour that, in fact you want to bring it to the forefront of the strategy you develop   
• You don’t get frazzled easily when a lot’s going on.  Sure, it’s a complex structure with multiple customer sets and business verticals but that’s what makes it interesting – dare we say a challenge – which is kind of your thing right?  
• You’re known as a warm and engaging lead on the work you run;  you make time for people and they in turn make time for you.  You’re a good listener and responder and respect there are legacy items and views of others to consider before landing on a way forward 
• You have a passion for this work;  you love to discover, design and deliver solutions that meet the brief and create exceptional customer experiences.  You can cite multiple projects you’ve been a part of that align to this gig, potentially including a history of working on domestic and international projects  
• You’re comfortable being a key contributor at leadership team meetings and can hold your own when it comes to giving updates and ideas about the project, accountability and costs 
• You get a buzz from moving through a process that gets results on the board asap; you think a few steps ahead for your stakeholders and put things into action quickly to avoid roadblocks, snowballs and eliminate risk       
• Given your experience, you may know a better or more effective way of doing things and you often appropriately offer some alternatives when it comes to continuous improvement and efficiencies.  The words ‘Transformation’ and ‘Change’ excite you! 
• You might currently be a consultant, freelancer, employee in this field but you’re craving something different, probably a bit more ownership and for an organisation that’s more of a match to your down-to-earth personality and working style (we get it, read on)  
• One of your superpowers is your ability to balance multiple competing priorities, you’re comfortable with ambiguity and can pivot between tasks quickly, leading and supporting others through the change in direction 
• You’re a decision maker; you weigh things up quickly and can recommend the right way forward considering all angles and stakeholders.  Part of this is keeping a lens on reputational risk for the organisation you represent and this comes naturally to you  

The EXPERIENCE and SKILLS  

• You have excellent communication, strategic leadership and stakeholder management skills - you’re known for them 
• You have demonstrated success and capability in leading complex customer experience strategies & projects 
• You’ve got strong internal consulting and advisory skills that positively engage stakeholders and advocate change 
• You have demonstrated experience working with diverse stakeholders and environments, digital and built 
• You come with familiarity and desire to operate with flexibility and agility in a fast-paced environment  
• You have an amazing ability to challenge the status quo while bringing others on change & growth journeys 
• You’re proud of your relentless and curious nature and collaborative mindset but never get people offside with it 
• You operate with a strong commercial acumen, and you’ve got a good financial head on your shoulders  
• You have runs on the board when it comes to change management, including cultural change 
• You’re no stranger to high profile internal and external stakeholders across a range of industries and sectors  
• You’re used to leading projects that form part of a public and high-pressure, highly scrutinised environment 
• You’ve developed some fantastic, comprehensive strategic and project implementation plans in a previous/current life  

The PERKS 

There’s quite a few of these!  

Flexible working arrangements, memberships, staff discounts and event tickets, a robust health and wellbeing program, professional development programs and performance-based bonuses; this is an organisation who take care of their people and celebrate good work and milestones on the regular.  

The APPLICATION PROCESS 

Let’s move quick on this one; we’re seeking applications NOW preferably with an intro on your CV or cover letter about you, and where you’re at career-wise right now.   If selected, you'll move to phone screen, then video screen and onto a 2-3 step interview process with the client.   All this can happen pretty quickly for the right person!

If you need more information, text me directly (Taryn) on WhatsApp +61417 373 898 with your NAME and LINKEDIN profile link and I'll come back to you asap.   Your interest is completely private and confidential with me.

Tas’s Top Tip:  I highly recommend hitting ‘apply’ first on the platform you’re viewing this ad on so we have each other’s info to talk to :)  

And hey, just so you know, we celebrate diversity, equity and inclusion big time here, so hit me up if you want to chat through your individual working needs, we’d love to hear from you. 

Can’t wait to see your application in my inbox!  Love your work,