Academy Xi Blog

Market update: How much do CX Professionals earn in Australia in 2022?

By Academy Xi

Share on facebook
Share on linkedin
Share on twitter

Are you eyeing up a career in CX and keen to find out what’s going on in today’s industry? We’ve put together this market update to bring you all the latest CX statistics and insights.

What is Customer Experience (CX)?

Customer Experience (CX) refers to how a business engages with its customers at every point of the customer journey, from the first marketing email to customer service and everything that falls in between. In short, CX is the sum total of all the interactions a customer has with your brand.

Customer Experience is not just a set of actions. It also focuses on your customers’ feelings. At every customer touchpoint, the decisions you make will influence the emotional responses customers have to your brand and, as a result, how successful your business will be.

See your earning potential in Australia

Forbes reports that 87% of business leaders consider CX to be their biggest driver of growth. It’s no surprise demand for qualified CX professionals is at an all time high, which is reflected in the earning potential for skilled professionals. 

Junior CX salary

Entry-level positions in CX start out at an average salary of $66,500, but there are junior positions offering far more. Industry conditions and the strength of your portfolio will impact your starting income.

Mid-Level CX salary

Once you get some runs on the board, you can expect a mid-level income in the vicinity of $90,500.

Senior CX salary

According to the latest stats from Talent.com, a senior-level CX professional in Australia can expect to command $144,500

Can you work freelance in CX?

Are you keen to find a role that allows you to work on your own terms? Luckily, you can venture into the world of contract work as a CX professional and work on the projects of your choosing, wherever and whenever you want. 

Keep in mind that having in-house experience is vital before you embark on a freelance career. This means you’ll have a stronger portfolio of work, greater professional experience and also a network of contacts from your previous places of employment, all of which will positively impact your ability to find clients. 

How much can freelance CX professionals make?

As with many contractors, the rates you charge will vary depending on your level of experience, certifications and skill-set. 

Day rates can range anywhere from $400AUD to $1000AUD+ and will be determined by the industry, complexity of the project and the skills needed for the job. 

Remember that as part of becoming a freelancer, you’ll need to cover all of the expenses a salary would usually incorporate, including superannuation, sick leave, annual leave and learning and development costs. These costs all need to be factored in when you’re deciding on your rates. A freelancer rate calculator can be useful when setting your prices, as can finding out what your peers are charging in the same field.

What skills are needed for CX?

While there are a wide range of hard and soft skills needed for a successful CX career, we’ve rounded up the top five as a starting point. Having these skills at your disposal will give you a competitive edge as you get your CX career rolling. 

  • Communication

You will be working with a variety of teammates and stakeholders on any given project, and having the ability to communicate effectively is vital. You’ll need to be able to share your ideas, findings and approaches in an easily understandable way. Remember, the audience you are presenting to or meeting with might not be CX specialists.

  • Empathy

All good CX begins with empathy. In order to deliver CX that wows your customer base, it’s necessary first to place yourself in the customer’s shoes. The most effective CX professionals rely on their powers of empathy to understand how customers feel about a brand, their pain points and the kinds of interactions that are most likely to delight them. A CX survey found that 91% of CX practitioners believe empathy is one of their most important professional attributes. 

  • Collaboration 

CX touches on just about every facet of a business. As a result, executing a CX strategy will mean working in collaboration with colleagues from various departments. You’ll need to weave together the ideas and outputs of your peers, which means your ability to work cross-functionally is key. In order to rally other departments around your CX vision, it’s also helpful to have strong project management and leadership skills.  

  • CX strategy

Many CX roles will require you to define a customer experience strategy, which includes putting actionable plans into place to deliver a positive, meaningful experience across all touchpoints. It’s vital that you’re able to build a strategy that addresses all departments, not just the folks in customer-facing roles. By incorporating feedback and insight across the business, you’ll find it’s easier to align your company with its CX goal – improving all the interactions that customers have with your brand. 

  • Customer journey mapping

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 the ultimate objective of establishing their long-term loyalty. Customer journey mapping helps you to see your business from the customer’s perspective, so you can create interactions that truly satisfy their needs. 

How to start a career in CX

Before launching a career in the competitive world of CX, it’s useful to undergo formal training that sets you apart from the crowd. Academy Xi Customer Experience: Elevate courses enable you to upskill, secure a promotion or take on more exciting responsibilities in your current role, with:

  • Tailored support from an industry expert mentor
  • The chance to work on personal projects
  • The choice to complete the course part-time or self-paced

Our hands-on courses offer you the chance to:

  • Design an actionable CX strategy and 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 with a CX mindset.
  • 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 performance data and plan smooth customer journeys.
  • Stay in demand by developing an innately human skill-set that can never be automated or replicated by technology.

Want to discuss your transferable skills and course options? Speak to a course advisor today and take the first step in your CX Design journey.

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