what is digital product management

Academy Xi Blog

What is Digital Project Management and why is it important to businesses?

By Academy Xi

Share on facebook
Share on linkedin
Share on twitter
what is digital product management

We’ve compiled this list of questions most frequently asked about Digital Project Management to help you understand what it’s like to start a fast-paced career as a Digital Project Manager.

  • Project Management and why it’s important
  • Project Management essentials
  • Project Management skills and tools
  • Careers in Project Management
  • Industry demand for Project Management
  • Becoming a Project Manager

Already know you’d like to study Digital Project Management? Get in touch with our Course Advisors to discuss training options, and check out the upcoming intake dates.

Digital Project Management and why it’s important

What is Digital Project Management?

In the simplest terms, a project is a set of tasks and activities that are completed to achieve a specific goal or result. Project management is the process of leading a team that delivers that project and the best possible outcomes.  

Projects are normally temporary, rather than recurring. They should have a fixed timeline, allocated resources and a defined beginning and end. Projects may be large or small, complex or simple, and may take years to complete, or could be completed within a few days.

In a digital setting, projects come in all shapes and sizes, from developing large-scale web apps to orchestrating marketing campaigns. Digital Project Management is all about using cutting-edge tech to get the job done more efficiently and guiding a digital project from conception to completion.

How do businesses use Digital Project Management?

The pandemic has significantly accelerated the pace of digital transformation among Australian businesses. Recent years have seen organisations across the country acting rapidly to digitise business processes and migrate their activities online. 

This drive towards online business is a necessary response to the changing needs of customers and staff. As a result, businesses are initiating more digital projects than ever before, generating a growing need for a new breed of Project Manager. 

Digital Project Managers don’t stop at simply managing a team to deliver a project. They often adopt leadership roles and spearhead innovation on the widest scale, setting the strategic direction, owning the customer experience, and initiating projects that deliver results.

What does a Digital Project Manager actually do?

what do Digital Project Managers do

In the broadest sense, Digital Project Managers are responsible for planning, organising, and directing the completion of digital projects for an organisation, while ensuring these projects are delivered on time, on budget, and within scope.

Although no two roles will ever be the same, some of the day-to-day tasks that go into being a Digital Project Manager include: 

  • Planning projects (often using the waterfall approach)
  • Motivating, managing and getting the best out of your team
  • Running Agile Scrum sprints
  • Troubleshooting and getting failing projects back on track
  • Managing scope, time, budget, resources, risk and quality
  • Dealing with internal and external stakeholders 

Beyond getting the job done, a good Digital Project Manager builds trust, guides decisions, and is equally comfortable talking to developers and business executives.

Digital Project Manager essentials

What is waterfall?

Waterfall project management is generally considered the most straightforward way to manage a project.

The waterfall project management methodology breaks a project into distinct, sequential phases, with each new phase beginning only when the previous one has been completed. 

The Waterfall system is the most traditional method for managing a project, with team members working linearly towards set deliverables and goals. Each team member involved has a clearly defined role, and more often than not, none of the phases or goals are likely to change.

Waterfall project management works best for projects with long, detailed plans that require a single timeline. By contrast, Agile project management involves shorter project cycles, constant testing and adaptation, and overlapping work by different teams and contributors.

What is Agile?

Agile is a process for managing a project that involves constant collaboration and working in iterations. Agile Project Management works off the basis that a project can be continuously improved upon throughout its life cycle, with changes being made quickly and responsively.

The Manifesto for Agile Software Development laid out a groundbreaking approach to delivering value and collaborating with customers throughout projects when it was published in 2001. Agile’s four main values are:

  • Individuals and interactions over processes and tools
  • Working software over comprehensive documentation
  • Customer collaboration over contract negotiation
  • Responding to change over following a plan

In project management terms, the last value might be the most important. Agile is one of the most popular approaches to Digital Project Management because of its flexibility, adaptability to change, and high level of customer input.

What is Agile scrum?

Combining the Agile philosophy with the Scrum framework, the Agile Scrum methodology is a project management system that relies on incremental development. Each iteration consists of two to four-week sprints, with the goal of each sprint being to build the most important features first and come away with a deliverable product. More features are then added in subsequent sprints and adjusted based on stakeholder and customer feedback collected between sprints.

Whereas other project management methods emphasise delivering an entire project in one operation from start to finish, the Agile Scrum methodology focuses on quickly building and refining a product to provide stakeholders with the highest business value in the least amount of time.

What is a scope of work document (SOW)?

A scope of work document is an agreement on the work a team is going to complete throughout a project. When Project Managers produce a scope of work document, it will normally include four key components: 

  • Deliverables Completing a project tends to involve a number of deliverables. Whether it’s delivering a report, building a piece of software, or finalising the design of a product, you need to have each deliverable item clearly identified in advance.
  • Timeline – This section of the document delineates the major phases of the project and their projected timelines. It will also mark the points in a project when certain deliverables are expected to be ready. A timeline is best presented visually (in a rolled-up Gantt chart, for instance), so team members and stakeholders can see exactly what’s happening and when.
  • Milestones – Larger phases of the project are often marked by milestones. Milestones are a way to help you monitor a project’s progress and ensure it’s adhering to your planned schedule. A Scope of Work document should have all milestones laid out on the timeline, including project kickoffs, presentations, hand-offs, etc.
  • Reports – You’ll probably be generating reports throughout the project, delivered to either your team, client or stakeholders. These might include status reports, progress reports or variance reports, to name just a few. The purpose of reporting isn’t just to flag whether or not the project’s progressing on schedule, but also offer a chance to highlight its successes on a more granular level.

Digital Project Management Skills

Digital Project Management Skills

What skills does a Digital Project Manager need?

A successful Digital Project Manager will rely on a spectrum of hard and soft skills when completing their day-to-day work. Here’s a shortlist of the fundamental skills that any aspiring Digital Project Manager should aim to develop.

Hard skills

  • Proficient with Project Management software  

Having a practical understanding of Project Management software is a must-have technical skill for project managers in today’s world. There are many Project Management software options available on the market, so you’ll need to determine which tools and features are best for you and your team’s workflow.

  • Project planning

A project plan is the foundation of the project management cycle, including the project schedule, resources and costs. The forward planning for any project lays the foundation for everything that follows, including the success or failure of the project.

  • Time management

Project management is all about meeting deadlines and getting your deliverables out on time. Project managers have to be proficient in managing their time, their team’s time and setting the overall cadence of a project. 

  • Risk management

Any project, big or small, comes with inherent risks. Before executing the project, you have to create a risk management plan to identify, assess, and control any risks involved. The more you can manage risks, the more likely your project is going to succeed.

Soft skills

  • Leadership

Project Managers are expected to break projects down into actionable items, prioritise tasks and allocate responsibilities to teammates. They use their leadership skills to motivate colleagues, offer guidance and give constructive feedback, ultimately keeping everybody fired up and a project on track.

  • Problem-solving

A Project Manager’s job can involve the work of multiple contributors and departments, often hinging on many moving parts. This can lead to complications and obstacles, such as budgetary constraints, conflicting beliefs and technical issues. A Project Manager with a problem-solving mindset can brainstorm ideas and identify solutions that help a project reach its goals.

  • Communication

Project Managers work cross-functionally, collaborating with anybody from designers to tech teams. Strong communication skills enable Project Managers to secure stakeholder buy-in, nurture meaningful work relationships and keep an entire project team focused on the end goal.

  • Strategic thinking 

From planning a project at the ideation stage, to allocating the budget wisely, Project Managers are often required to think strategically. Project Managers rely on their strategic skills to ensure that all teams, infrastructure and resources are properly organised to deliver a project to brief, on time.

  • Decision-making

Inevitably, a range of choices have to be made when taking charge of a project from end-to-end. Project Managers have to be able to weigh-up options, project probable outcomes and make smart decisions that positively impact a project’s progress.

What software does a Digital Project Manager use?

Digital Project ManagerThere are a variety of reasons to choose a career in CX. First and foremost, it’s a profession that’s in high demand. These days, businesses in every industry understand that placing the customer’s needs first is a surefire way to be competitive.   

Before you embark on becoming a CX specialist, it’s useful to have a clear picture of what the average career path might look like.

What does a career path in Customer Experience look like?

In the digital age, project managers use collaborative tools and software to synchronise teams and successfully deliver projects with greater efficiency than ever before. Here’s a shortlist of some of the software options that are powering-up today’s industry. 

TeamGantt

A Gantt chart is a visualisation that helps with scheduling and monitoring specific tasks and resources throughout a project. It consists of a list of tasks and bars indicating each task’s progress.

TeamGantt is project planning software that brings Gantt charts online. It offers free tools for creating gantt charts and allows you to share them with teams, stakeholders and clients, enabling project plans to take shape collaboratively. 

Jira

Jira is part of a family of products designed to make managing team projects easier. Digital Project Managers use Jira to create roadmaps, product backlogs and sprint boards, which can be accessed and worked on by an entire team. Jira also helps Digital Project Managers:

  • Assign and manage tasks
  • Estimate workflow 
  • Create project reports
  • Perform project analytics
  • Assign user permissions

Offering a range of functions for collaborative working, Jira allows Digital Project Managers to plan, track and coordinate an entire team’s work using just one tool.

monday.com

monday.com is an online work management platform that helps teams of all sizes plan, track and schedule their daily tasks. From large-scale product roadmaps to daily iterations, monday.com enables teams to define clear ownership of tasks, track productivity, manage sprints and collaborate effectively. 

monday.com is popular among Project Managers because it offers total clarity over a project’s status. A simple checkbox marking a task as “complete” or “incomplete” doesn’t provide enough information for a team to know where things are really at. Members can provide detailed status reports in monday.com, indicating exactly what stage a task has reached, or even highlighting any blockers that have stopped the workflow.

Careers in Digital Project Management

digital product manager careerThere are any number of reasons to choose a career in Digital Project Management. Not least of all, it’s a profession that businesses of every kind are on the hunt for. With digitisation impacting just about every industry, Digital Project Management is no longer a ‘nice to have’, but instead a key operational component for any growing company.   

Before you embark on a career in Digital Project Management, it’s useful to have a clear picture of what a typical pathway might look like. 

What does a career path in Project Management look like?

Here’s an example of a typical Digital Project Management career pathway, broken down into roles of increasing responsibility and seniority: 

Project Coordinator 

The entry-level position that will launch many careers is a Project Coordinator. Businesses with larger project teams will often hire Project Coordinators, who are normally freshly qualified in the field. 

Project Coordinators normally report to the Project Manager and assist with administrative tasks on projects. It is their responsibility to ensure the Project Manager and all team members have what they need to meet deadlines and reach a project’s milestones. This means that Project Coordinators must be across all aspects of a project, from short and long-term goals to the scope of work and budget.

Project Manager

After gaining a few years of entry-level experience, it’s likely you’ll have most of the technical skills in place required to run projects and become a full-blown Project Manager.

Project Managers take the lead on a project and oversee everything from planning through to completion. Going from Project Coordinator to Project Manager will likely mean a healthy jump in your salary, but will also come with more responsibility, since the success (or failure) of a project will largely fall on your shoulders.

On a daily basis, a Project Manager is in charge of overseeing the budget, reporting on progress, managing stakeholder expectations and synchronising the work of different team members. You’ll need the ability to strategise on a high level, yet also be across the key day-to-day details.

Senior Project Manager

For anyone with big ambitions, once you’ve got several years of Project Manager experience under your belt, you’ll be in a strong position to apply for a Senior Project Manager role (sometimes called a Project Director). 

As well as all of the duties that come with a normal Project Manager role, you’ll take on the additional responsibilities of coordinating the work of all Project Managers, handling relationships with suppliers and subcontractors, reporting at an executive level, and hiring new team members.  

Industry demand for Project Management

With businesses of every kind recognising the value of being more strategic in how they approach projects, Project Managers are hot property across a full range of industries.  

According to a recent survey, 71% of Product Managers believe the perceived value of their role is increasing, rising significantly from 55% in 2019.

In Australia the demand for Project Managers is particularly strong, with Seek currently advertising more than 5,500 specialist roles

You should also remember a professional Project Manager’s skills are in demand on an international scale, so wherever you find yourself living, you’ll have work experience and a resume that hiring managers are actively searching for.

How much do Project Managers earn in Australia?

Lucrative pay opportunities for Project Managers in Australia are representative of a profession that businesses are searching for. 

 Talent.com records the average Project Manager salary in Australia at $124,750 per year (or $63.97 per hour). Even entry-level positions start at $105,387 per year, while more experienced Project Managers make $162,179 per year on average (all salaries as of October, 2022).

Becoming a Project Manager

How hard is it to learn Project Management?

Even for a complete beginner, getting to grips with Project Management is not as hard as you might think. That said, there’s a range of skills and approaches you’ll need to develop, including managing scope, time, budget and risk, motivating teams, troubleshooting and getting failing projects back on track. 

You’ll also need to dedicate time and practice to getting the most out of the industry’s latest tools and software. 

If you’re aiming to get a foothold in the profession, you should strongly consider earning a formal certification in Project Management. It will be difficult to secure your first role without this, since other rival applicants will have a certified skillset

Where can I study Project Management?  

There are many options when it comes to qualifying as a Project Manager. In the past, many have chosen to take a Bachelor’s degree in Project Management, which takes 3-4 years to complete.    

There’s less of an expectation for Project Managers to be university trained nowadays, with most employers favouring skills, experience and a strong portfolio over formal degrees. 

As a result, more people are enrolling in condensed bootcamp-style courses, which leave graduates industry-ready in a much shorter period of time. These courses focus on the tangible skills that today’s professionals need to make their mark on the industry.

 

What Project Management courses does Academy Xi offer?

Academy Xi offers practical, industry-recognised training that’s designed for digital careers. Our beginner-friendly Digital Project Management courses will teach you how to use collaborative tools, software and a strategic approach to synchronise teams and deliver high-impact digital projects.

Whatever your lifestyle and time commitments, Academy Xi has a course that’s perfectly suited to you. 

Both courses have been built in collaboration with industry professionals from top digital companies, offering you the chance to:

  • Learn how to plan and manage projects using Waterfall and Agile Scrum methodologies.
  • Complete a project relevant to your business or workplace – walk away with a number of deliverables and the foundations for an executable project management plan. 
  • Master those all-important leadership and communication skills, including building trust and managing remote projects. 
  • Gain confidence with digital concepts and terminology with weekly topics designed to help you coordinate digital projects and collaborate with technical teams. 
  • Get access to a comprehensive workbook containing a range of Project Management templates – use it to complete your projects and keep it to use on the job. 

Not sure which course is right for you? Chat to a course advisor and we’ll help you find the perfect match. 

Want to discuss your transferable skills and training options? Chat to a course advisor today. We’ll help you to find the perfect course so you can kickstart a career in the fight against cyber crime.

Academy Xi Blog

What is Customer Experience (CX) and why is it important to businesses?

By Academy Xi

Share on facebook
Share on linkedin
Share on twitter

We’ve compiled this list of frequently asked questions to help you understand what it’s like to start a new and dynamic career in the field of Customer Experience.

  • Customer experience and why it’s important
  • Customer experience essentials
  • Customer experience skills & software
  • Careers in Customer experience
  • Industry demand for Customer experience
  • Training in Customer experience

Already know you’d like to study CX? Get in touch with our Course Advisors to discuss training options, and check out the upcoming intake dates.

Customer experience and why it’s important

What is Customer experience?

Customer Experience refers to how customers interact with your business at every point in the customer journey, from the first moment they become aware of your brand on social media, to the service they receive from your customer support team.

Built around the principles of Human-Centred Design, Customer Experience is not just a set of actions, but also aims to connect with your customers’ feelings and needs. At every customer touchpoint, the business decisions you make will influence your customers’ emotional responses to your brand and whether or not you live up to their expectations.

Customer Experience is all about strategically planning and optimising every single interaction your customers have with your brand, leading to unforgettable experiences and a loyal customer base.

How do businesses use CX?

As well as the features of a product or service itself, customers often differentiate brands based on their all round experiences with a brand. Customers want to feel connected to the brands they use and, more often than not, will only buy from businesses that take the time to truly understand them. 

All this means businesses are implementing customer-centric Customer Experience strategies to deliver personalised, pleasing interactions at every customer touchpoint. These interactions have a cumulative effect on your customers’ overall impression of your brand, making customer experience critical to your ability to attract new customers and grow a profitable business. 

Customer Experience has the potential to positively impact every facet of a business, from a marketing team aiming to understand the customer’s motivations, to a software team tasked with building a user-friendly website. Ultimately, Customer Experience can shine a light on how you should structure and run your entire business. 

What does a CX specialist actually do?

what does a cx specialist actually do academy xi

A role in CX is multifaceted and normally brings a wide range of responsibilities. Although no two roles will ever be the same, some of the day-to-day tasks that go into being a CX specialist include:

  • Performing customer research
  • Planning customer journey maps
  • Creating customer personas
  • Coordinating different teams
  • Assigning and managing tasks
  • Managing stakeholders, both internal and external
  • Determining metrics for success
  • Collecting and analysing customer feedback data

Customer Experience essentials

What is a Customer Experience strategy?

With many businesses now recognising the need to carefully plan how customers will interact with their brand, it’s commonplace for companies to implement a CX strategy. This involves putting actionable plans into place to deliver a positive, meaningful experience across all touchpoints. This will include monitoring key metrics and finding purposeful ways to measure the effectiveness of your CX strategy.   

It’s vital to build a strategy that incorporates all departments, and not just the folks working in customer-facing roles. By drawing feedback and insight from the entire business, you’ll find it’s easier to rally your organisation around its ultimate CX goal – improving all the engagements people have with your brand. 

What is Human-Centred Design?

Human-Centred Design (HCD) is an approach to problem-solving that puts the people you’re designing for at the heart of the process. What distinguishes Human-Centred Design from other approaches is its obsessive focus on the person who will eventually use the design. The aim is to establish whether or not the solution that’s been designed is truly meeting the user’s emotional and practical needs. 

In the case of CX, this process begins with empathy for the people who will interact with your brand, product or service. Your goal is to pinpoint the kinds of experiences they find most desirable, the problems they need solving, and any pain points they’re keen to avoid.  

CX specialists favour the Human-Centred Design process because:

  • It generates a wide variety of ideas
  • It can be used to translate ideas into prototypes and service models
  • It’s iterative and aims to improve designs via customer feedback

By continually validating, refining and improving your CX strategy through a lens of Human-Centred Design, you can discover the root causes of your customers’ knottiest problems and arrive at tailored CX solutions.

What is a customer journey map?

Customer journey mapping is the process of creating a visual story of your customers’ interactions with your brand. You’ll need to be able to map out the customer’s experience as they progress through all the touchpoints, from initial contact and purchase to long-term loyalty and brand advocacy. 

Customer journey mapping helps you to see and experience your business from the customer’s perspective, so you can plan interactions that truly satisfy their needs. Customer journey mapping is a crucial component of the research stage when devising your CX strategy.

Customer journey maps can be used throughout an entire organisation, helping the content team determine what information the customer needs most, or informing the marketing team about the kinds of people that make up their target audience. 

What are customer personas?

Before you can give your customers the experience they really want, you first need to have a clearly defined sense of who they are. Customer personas help you better understand the people engaging with your brand. 

The most accurate customer personas are based on market research and insights you gather from your actual customer base (this might come from sales data, surveys, interviews, etc.). Details incorporated into customer personas might include gender, age, professional background and geographical location, as well as broader specifications surrounding their motivations for using your product or service and the problem they are trying to solve.   

With a detailed understanding of the specific needs, behaviours, and concerns of the people who make up your market, you’ll be able to personalise your all round brand experience and provide customers with the most satisfying outcomes possible. 

Customer Experience skills & software

Today’s CX specialists rely on an ever-expanding array of software to help them go about their work more effectively and efficiently. 

Though there are a broad range of tools and platforms on the market designed specifically for people working in CX, we’ve rounded a handful that many CX professionals use from one day to the next. 

  • Zendesk

Zendesk is one of the most popular CX tools available, offering four products in one cloud-based package: support, guide, chat and talk. Between them, you can do everything from building a customer service portal, to giving your employees a self-service bank of customer service advice. It also offers live chat, a sales CRM function, analytics and reporting, and can be integrated with applications like Salesforce and Google Analytics.

  • Salesforce

Salesforce is a suite of software products that helps marketing, sales and IT teams connect with their customers. The Salesforce CRM has the capacity to bring together masses of customer data, enabling businesses to closely track customer activity. Insights drawn from Salesforce can be used to build stronger customer relationships, improve customer service, speed up response times, and personalise communications, all of which can optimise the customer experience.

  • Freshdesk

Freshdesk is a cloud-based customer support platform that provides a help desk dashboard, an in-built customer chat function and support tools for customer service agents. Powered by AI, Freshdesk’s solutions evolve with the demands of your customers. Freshdesk is a popular choice among businesses aiming to increase customer engagement and maintain positive customer interactions as they scale.

What skills does a CX specialist need?

A successful CX specialist will draw on a variety of hard and soft skills when completing their day-to-day work. The most in-demand skills that anybody aspiring to work in CX should aim to develop include:

  • Empathy

Before you can meet your customer’s needs and deliver a satisfying brand experience, first you need to listen to your customers and empathise. Empathy and listening might be the most important skills in CX, determining your ability to really understand your customers wants, needs and potential frustrations. Without this understanding, you’ll never give them a satisfying customer experience. 

  • Analytical skills

CX professionals use qualitative and quantitative data to build sound, well-informed CX strategies that are based on hard insights. You might need to interpret customer feedback, which could entail sifting through masses of data, while you’ll also need to carefully listen to customer interviews and pinpoint any critical underlying insights.

  • Project management

Implementing a CX strategy often involves coordinating ideas and input from multiple teams. It’s not humanly possible to do it all alone. A CX specialist relies on project management skills to facilitate collaboration and ensure team members complete tasks within set timelines.

  • Communication

CX specialists often work cross-functionally, collaborating with anybody from software engineers, to marketers and the customer service team. Strong communication skills will enable you to nurture meaningful work relationships and align teammates with your CX strategy.

  • Strategic thinking 

From identifying a CX opportunity, to implementing a plan and refining it based on customer feedback, CX specialists are all about thinking strategically. People tasked with improving CX rely on their strategic skills to ensure that all teams, infrastructure and resources are focused on a CX vision.

  • Decision-making 

Inevitably, a range of choices have to be made when leading a CX strategy. CX specialists have to be able to weigh-up options, anticipate probable outcomes and make wise decisions that positively impact a brand.

Careers in Customer Experience

There are a variety of reasons to choose a career in CX. First and foremost, it’s a profession that’s in high demand. These days, businesses in every industry understand that placing the customer’s needs first is a surefire way to be competitive.   

Before you embark on becoming a CX specialist, it’s useful to have a clear picture of what the average career path might look like.

What does a career path in Customer Experience look like?

customer experience careers Australia academy xi

Here’s an example of a typical Customer Experience career pathway, broken down into three simple steps:

Step 1: Land an entry-level CX role

Most Customer Experience careers are kickstarted with an entry-level position. Larger organisations will often hire Associate Customer Experience specialists, who are often freshly qualified in the field. 

Some of an Associate Customer Experience specialist’s responsibilities include: 

  • Conducting Customer Experience research and reporting to seniors.
  • Tracking customer experiences across online and offline channels, devices, and touchpoints.
  • Analysing customer feedback on product and service ranges, as well as preparing reports.
  • Logging technical issues and documenting customer compliments and complaints.
  • Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.

Step 2: Land a mid-level Customer Experience role

The next step in your career might entail landing a mid-level role as a full blown CX specialist. Your typical day-to-day responsibilities might include:

  • Identifying new customer needs and taking proactive steps to maintain positive experiences.
  • Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
  • Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.

Step 3: Land a senior-level Customer Experience role

Once you’ve accumulated roughly 3-5 years of experience in a mid-level position, you’ll have the chance to move up to the role of a senior CX Expert. At this level, your work will become much more strategic, relying on your ability to coordinate the efforts of different teams across a business. You’ll be taking on more serious responsibilities, which include:

  • Managing the work of your company’s other CX specialists.
  • Leading collaboration across cross-functional teams throughout your organisation.
  • Devising, implementing and leading your company’s CX strategy.
  • Managing all important interactions with internal and external stakeholders.

Industry demand for Customer Experience

demand for customer experience specialists

How high is the demand for Customer Experience in Australia?

Delivering amazing customer experiences is one of the best ways to drive sales and build long-term business value. It’s no surprise that CX skills are highly sought after in most industries. A whopping 56% of business executives in APAC countries, including Australia, say that developing a strategy to improve customer experience is one of their top priorities.

There are currently over 6,648 Australian CX specialist roles available on Seek (October 2022). 

It’s also worth remembering that CX capabilities are in demand globally, so wherever you find yourself living, you’ll have work experience and a resume that employers are hunting for. 

How much do Customer Experience professionals earn in Australia?

The pay opportunities for Australian Customer Experience specialists are representative of a role that’s in high demand across a number of industries: 

 Talent.com records the average Customer Experience salary in Australia at $91,019 per year (or $46.68 per hour). 

  • Even entry-level positions start at $66,774 per year, although there are much higher associate salaries depending on your resume and portfolio. 
  • Experienced CX specialists make $144,917 per year on average.

There’s also a good chance you’ll find working in Customer Experience highly rewarding, particularly at the top end of the profession, with Customer Experience Managers scoring a perfect 5 out of 5 for job satisfaction.

Careers in Customer experience Customer Experience

 How hard is it to learn CX?

Even for a complete beginner, picking up CX is not as hard as you might think. That said, it’s important you begin with a strong motivation to connect with your customers, think strategically and collaborate with other teams. You’ll need to learn how to:

  • Provide organisations with an understanding of their customers using research and data. 
  • Create and implement CX strategies that deliver exceptional customer experiences.
  • Measure and evaluate the performance of your CX strategies through data analytics.

If you’re aiming to get a foothold in the profession, you should consider earning a formal certification in CX. It will be difficult to secure your first role without this, since so many other candidates will have a certified skillset.

Where can I study Customer Experience?  

There are many options when it comes to qualifying in CX. Most employers favour practical skills and a strong portfolio, which means more people are enrolling in condensed bootcamp-style courses, which quickly prepare graduates for the industry. These courses focus on the hands-on techniques and tangible skills that today’s CX specialists need to make an impact in the field.

What CX courses does Academy Xi offer?

Academy Xi offers practical, industry-recognised training that’s designed for digital careers. 

Whatever your starting point, our CX courses offer you the chance to:

  • Design an actionable CX strategy – use it in your current role, or as a portfolio piece showcasing your skills to future employers. 
  • Develop an in-depth understanding of CX theory, including foundational CX, where CX fits in an organisation and how to influence co-workers. 
  • Put theory into practice by working on weekly practical activities and CX projects.
  • Add value to businesses in any industry by learning how to research customers, analyse data and plan exceptional end-to-end experiences. 
  • Future-proof your career with an innately human skill-set that can never be automated or replicated by technology.

Whatever your goals and lifestyle, Academy Xi has a course that’s perfectly suited: 

Not sure which course is right for you? Chat to a course advisor and we’ll help you find the perfect match. 

Want to discuss your transferable skills and training options? Chat to a course advisor today. We’ll help you to find the perfect course so you can kickstart a career in the fight against cyber crime.

Academy Xi Blog

3 practical steps for driving CX success as a Digital Marketer

By Joshua Price

Share on facebook
Share on linkedin
Share on twitter

“Today’s consumers do not differentiate between a brand experience and customer experience. As a result, CX and marketing teams must work together to develop a unified vision and align resources to connect the brand promise and experience with the customer experience.” – Source: Forrester

In an increasingly competitive industry, companies are turning to Customer Experience frameworks to help differentiate their brand. Often defined as the sum total of a customer’s interactions and perceptions of a brand’s products and services, the responsibility for CX doesn’t sit solely within the Digital Marketing wheelhouse. However, Digital Marketing forms a pivotal part of implementing a CX strategy.

Most digital marketers are aware of the role CX plays in improving both brand perception and customer loyalty. What they’re lacking however, is the practical knowledge required to start driving CX success within their team and broader organisation. Here are three key concepts that serve as a starting point for delivering better customer experiences. 

#1 Getting your data right and data storytelling

The first step to creating a successful CX strategy is to make sure your data processes and strategy is correct. In the haste of developing CX that delights customers, an often overlooked need is the ability to measure if optimisations are having an impact. Are you capturing where your customers come from, and how they engage with your content? Do you have the right dashboards to properly analyse and present your key metrics? 

Once those key processes are in place, you can begin to analyse and draw customer insights from your data. Data is specifically essential in the ability to target, segment, and personalise content for audiences.

Being data-driven is certainly one of the most aspired-to business objectives, but it’s important to remember that not everyone has the ability to analyse and draw insights from data at a glance. That’s why data storytelling is one of the most important tools in the CX kit. Quite simply, data storytelling is the ability to communicate key insights in a simple and holistic way.

 

#2 Customer journey mapping

A customer journey map is a visual representation of not only touchpoints a customer has with your company, but also their changing thoughts, actions and goals as they move towards purchase. Typically a customer journey map will be sectioned into phases in the customer journey, from awareness, consideration, purchase, and retention. 

Amongst others, the key advantages to creating a customer journey map are:

  • Understanding what content is being delivered to your customer across different channels;
  • Providing much-needed context around what the customer is thinking at different phases of the journey so you can determine if the content you’re delivering is meeting the customers expectations; and 
  • Visualising the entire buyer lifecycle, to identify gaps or opportunities for better communication.

 

#3 Creating a Minimum Viable Product (MVP)

A core concept for companies that adhere to the Agile framework, and one you may be familiar with, is the Minimum Viable Product (MVP). This approach allows for the creation of a product with just enough features to be usable (viable) for customers, who then directly or indirectly provide feedback on the product. Using this approach, companies can avoid lengthy or unnecessary work.

While building an MVP is most common in software development, the technique can be just as effective when devising a CX strategy. Creating an MVP version of a customer journey optimisation, or new campaign launch, allows you to measure if what you are creating matches your customers expectations, or even better, exceeds them. This approach also ensures that you’re focusing your efforts on initiatives that work.

For Digital Marketers in particular, you could view MVPs as similar to an A/B test. Where a concept, process (or product of course), is tested in the market to determine feasibility for future resourcing and investment.

Whichever concept you decide to go with, it’s imperative for Digital Marketers and CX teams to ensure consistent and ongoing alignment of brand and customer experiences. Your business depends on it.

 

Looking for practical CX training? 

The Customer Experience Elevate course at Academy Xi is an online, 10-week part-time course geared towards providing you with the complete CX toolkit (including those mentioned above) to implement your CX strategy. Complement your existing professional expertise and boost your career with in-demand Customer Experience skills. 

Search our website

Find the right course