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Assistant Director, Customer Experience

RMIT University - Australia,

Education, Childcare & Training
Source: uWorkin


Assistant Director, Customer Experience

Job no: 593988
Work type: Full time - Continuing/Permanent
Categories: Information Technology, Digital and Design, Project Management

  • Full-time, permanent position
  • Salary Level HEW 10A + 17% Superannuation and Flexible Working Arrangements
  • Based at the City campus, but may be required to work and/or be based at other campuses of the University
About You:

Reporting to the Director, Digital and Customer Experience, you will have demonstrated experience in all aspects of customer experience program leadership including research, design, measurement, management, and strategy. You will lead the creation and delivery of seamless customer experience across all stages and touchpoints in customer journeys helping RMIT continually achieve greater customer satisfaction, increased efficiency and profitability.

You will play a key role in outlining and achieving how customers perceive RMIT while driving higher customer satisfaction from staff, prospect and current students.

You will also be the advocate all audience segments, share knowledge and provide leadership across the broader University in customer experience techniques, solutions and platforms.

Additionally, as this is a leadership role; you will be required to supervise and oversee the strategy, planning and execution of RMIT's overall customer experience goals.

To be successful in this position, you'll have, but not limited to:
  • Significant experience leading enterprise Customer Experience teams including all aspects of customer research, journey management, experience design, performance reporting and customer experience program improvement implementation.
  • Demonstrable experience of transforming customer experiences through the application of design methodologies such as, Design Thinking and Human-Centred Design (HCD).
  • Experience across several industries/sectors.
  • Strong stakeholder management skills.
  • Deployment and/or management of Customer Experience measurement frameworks.
Please Note: Appointment to this position is subject to passing a Working with Children check.

About the Group:

The newly formed Experience Organisation in RMIT, part of the Operations portfolio, is established to create great experiences and journeys for our Students, Researchers and Industry Partners. A key component of these journeys and experiences is delivered via our digital platforms. The digital experiences however need to seamlessly integrate with on campus or staff assisted activities of our Students, Researchers and Industry Partners.

Digital enablement and digital transformation are of increasing importance to the research, teaching and learning life of a university, particularly a 'global university of technology and design' like RMIT. Best in breed digital capabilities were established as part of the RMIT 2020 strategy. Within the context of the new 5-year strategic plans, these digital capabilities need further maturing to support:

1. Best in class digital student experience - transform the student experience and underpin the digital strategy.

2. Accelerate RMIT's digital transformation - With the impacts of COVID-19 on the education eco-system, increased need and demand is emerging to respond or create optimise education products and experiences.

3. Experience based and Agile delivery organisation - Integrated business and technology teams delivering and optimising end to end journeys for our audiences.

4. Data to fuel differentiation & decisions - Ensure quality data and integrated systems are available to support data-based decision making, and enable personalised and contextualised services.

5. Simple but secure system foundations - Ensure foundation technology is simplified, free of duplication, and secure.

The Experience Organisation has an essential role to play in realising these goals.

About RMIT

RMIT is a multi-sector university of technology, design and enterprise with more than 91,000 students and 11,000 staff globally. RMIT offers postgraduate, undergraduate, vocational education and online programs to provide students with a variety of work-relevant pathways.

Our purpose is to offer life-changing experiences for our students, and to help shape the world with research, innovation, teaching and industry engagement. With strong industry connections forged over 130 years, collaboration with industry remains integral to RMIT's leadership in education, applied and innovative research, and to the development of highly skilled, globally focused graduates.


Our Values inspire us, wherever we are in the world, and guide how we live and work together.

Imagination. Agility. Courage. Passion. Impact. Inclusion.

What unites us is our purpose and our values; they are at the heart of who we are, what we stand for, how we make decisions and connect with each other.

Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.

Bring Your Whole Self to Work

We are better for . When we listen to those who are different to us, or challenge us, we grow stronger together. When we feel like we belong, we can achieve so much more. We respect each other, embrace our differences and build a sense of belonging in our team and beyond.

We are proud that our dedication to diversity has been recognised by a broad spectrum of external organisations. Visit our pages to learn more and see some of our most recent wins.

To Apply

Please submit your CV and covering letter addressing your suitability for this position by clicking on the 'Apply' link below. For further information about this position, please see Position Description below or contact Darren Boyle via email

Applications close on Sunday, 11th April at 11:55pm.

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RMIT is a Disability Confident Recruitment Team and we are happy to adjust the recruitment process for your accessibility requirements. Please contact us at telling us your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Please note that whilst we still accept applications from any persons interested in our roles, due to the impacts of COVID-19, we are currently prioritising applications from those with current working rights in Australia and who are not affected by travel restrictions. Please see the latest updates to Australia's immigration and border arrangements during the COVID-19 (Coronavirus) outbreak:

Application close: 11 Apr 2021 11:55 PM AUS Eastern Standard Time

RMIT University