Earning Criteria

• This credential is verified by Deakin University.
• Credential submissions are assessed by academic and industry practitioners with relevant experience.
• The submission process is evidence based and successful achievement of a credential requires a portfolio of evidence, a written reflection and a video testimony showcasing the relevant skills and knowledge at the expected level. The submission has addressed and demonstrated all criteria listed below:
• Communicates to employees and stakeholders on customer experience strategies and metrics being used by the business to promote a customer-centric culture
• Monitors and holds other senior staff accountable for the attainment of a customer experience strategy goals and targets
• Champions the use of appropriate technology and systems to identify, capture and report customer experience data
• Researches, gathers and utilises intelligence data to measure success, validate ideas and prioritise opportunities to improve the customer experience
• Drives systematic approaches to customer-centred design and customer experience improvements