Retention Journey Specialist

Retention Journey Specialist

Department: Patient Experience Employment Type: Permanent - Full Time Location: Australia Reporting To: Quyen La

Description

About Montu Montu is Australia’s largest medical cannabis company. With operations in Australia and Europe, we take a technology-first approach to improving the medical cannabis patient experience – whether it’s by delivering best-in-class online clinical care, or through our industry-leading product lines and innovative supply chain management tools. Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the medical cannabis experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% – Montu is now the largest business of its kind outside North America. This role is an Australia-based, fully work-from-home position, with access to co-working spaces in Sydney, Melbourne and Brisbane.

About The Role

As an Retention Journey Specialist, you will enhance the patient experience for existing customers in the Montu patient experience journey, primarily within our digital channels. Working within our Digital Optimisation team, you will be responsible for developing and delivering a roadmap of features to improve self-service adoption and the support experience for existing patients. Key responsibilities include:

• Digital support features
  • Create, manage and deliver a backlog of features and improvements that ladder up to the Patient experience team strategy
  • Work with design, delivery, product and marketing and teams to deliver features in a timely manner with a focus on iteration based improvements
  • Focus on creating customer improvement opportunities which are a balance of small, medium and large features
  • Collaborate with internal stakeholders to ensure there are consistent journeys that improve adoption, self-service and reduce customer contacts.
  • Identify use cases for CRO (conversion rate optimisation) and experimentation to improve our self-service adoption rates
  • Work closely with internal stakeholders to champion digital accessibility
• Reporting and Insights
  • Define journey related digital measurement targets such as self-service completion and fall-outs
  • Investigate opportunities for proactive monitoring
  • Review and analyse trends to identify customer improvement opportunities
• Channel support
  • Work with knowledge and change management to ensure new features are communicated and documented
  • Collaborate with the Chat/Messaging lead and AI conversation designer to ensure chatbot journeys for existing customers have the correct instructions and treatment
  • Work closely with the leadership team to understand customer pain points and use this information to identify digital journeys that can be improved

About You

This role will see you collaborate closely with cross-functional teams to develop and drive initiatives aimed at improving self-service adoption and support experiences for existing patients. To be successful, you must have a minimum of 3 years experience within launching / managing digital journeys and product features.

• Demonstrated ability to work autonomously and manage multiple projects and priorities
• Excellent communication skills, with the proven ability to impart information to a variety of stakeholders
• Strong analytical skills and problem solving skills
• Demonstrated knowledge of digital accessibility, cyber security or human-centered design principles (highly regarded)
• Proven experience with digital analytics tools such as Google analytics, Figma, Miro (highly regarded)
• Proven experience managing more than one digital asset such as website, help and support, and self-service platform (highly regarded)

Benefits

You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers. Other benefits include:

• Unlimited access to the SAGED and Greenhouse learning platforms.
• Discounts with over 450 retailers through the Merit Reward and Recognition platform.
• Fully remote, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne and Brisbane.
• Mental health support through our wellbeing platform, Unmind
• Being part of one of the fastest-growing industries in Australia while improving the lives of hundreds of thousands of patients. #LI-NT1

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