Technical Customer Experience Officer

4 weeks ago

Sydney, Australia Cuscal Full time

**Company Description** Payment systems are complex, regulated and everchanging.**

We are an established market leading brand who are focused on driving client growth. We’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through tech like NPP, buy now, pay later, and open banking.

At Cuscal, our tech team are the hands and heart for what we do best. They’re the inventors, the creators, the enablers of our business. They turn ideas into reality. They test. They refine. They perfect.
**Job Description** What is this role about?**

Service Operations is responsible for the availability and reliability of the IT Services enabling Cuscal to make payments easy, accessible, and secure for our clients/partners. We look to provide a client centric approach focusing on robust customer relationships and partnerships, with the objective of driving superior customer experience. We look to provide Consistent, Reliable and Robust delivery of IT Services whilst enabling Agility and Continuous Improvement to enable Cuscal to remain competitive and grow.

**The Customer Experience Officer is responsible for supporting operational stability, delivery to service levels agreements, minimising service outages and maximising service uptime and building an operational sustainable environment to meet continuing customer needs.**

Here’s some more insight into what you’ll work on,
- Acting as primary escalation contact point for clients/partners in relation to Cuscal IT Service operations
- Accountability for SLA adherence and Reporting to Customers
- Development and continuous improvement of Major Incident Management processes and communications.
- Relationship development and reporting for our Customers
- Major Incident Management and supporting the PIR Process
- Acting as Voice of the Customer for Incident Management, defect Management and root cause investigation
- Representative for Cuscal with integrating parties (Experteq/DA etc)
- Co-ordination of outage communications with Customers and liaising with Incident Management

**What’s in it for you?**

When you join Cuscal, you become part of something bigger. You will work with a close-knit team with fantastic opportunities to learn and grow in your career. You’ll be working for a values based organisation that supports development, internal career moves and flexible working.

**Qualifications** What can you bring?**
- 2+ years’ experience in a lead role within Information Technology domain
- Demonstrated experience working in operational service delivery environment providing 24x7 monitoring and support of batch and real time processing.
- Expert Knowledge in ITIL Practices and Processes - including implementation and governance.
- Demonstrated experience in leading and developing technical/operational teams to deliver operational stability and continuous improvement.
- Demonstrated understanding of IT Service Management processes with a particular emphasis on Change, Continuity, Configuration, Incident, Problem and Transition Management
- Strong people management skills, build relationships, foster strong team dynamics, and build competency level of team with ability to mentor/coach team members.

**Additional Information** What’s it like to work here?**

As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of financial, lifestyle, health & wellbeing benefits.

**How do you Apply?**
Start here. Just click on the **APPLY** button.

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