Customer Experience

3 months ago

Sydney, Australia InDebted Full time

Customer Experience - Head of Excellence

**About InDebted**

InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences - all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We're a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

**Summary Description**:
As the Head of Customer Excellence, you will oversee the program of work across training, process management, systems and quality to ensure our team delivers exceptional support for our customers. You will drive continuous process excellence and improvement and collaborate with other leadership roles to execute key initiatives such as new market launches and business integrations.

If you thrive in a fast-paced environment, excel at process improvement, and are motivated by the opportunity to innovate and enhance customer experiences, this role is the perfect fit for you.

**Duties and Responsibilities**:
- Oversee the overall quality of customer interactions and agent performance.
- Drive continuous process excellence and improvement across the customer experience team.
- Lead the development and execution of comprehensive training programs for all customer-facing staff.
- Collaborate with other leadership roles (e.g., Collections Lead, Head of Customer Experience) to execute key initiatives, such as new market launches and business integrations.
- Develop and implement knowledge management systems to ensure high-quality customer interactions.
- Support customer experience system excellence and continuous improvement.

**Experience & Skills**:
- Process Improvement: Expertise in continuous improvement frameworks (e.g., Lean, Six Sigma).
- Training and Development: Strong ability to design comprehensive training programs.
- Project Management: Experience managing cross-functional initiatives, especially in new market or business integration contexts.
- Knowledge Management: Ability to develop knowledge-sharing systems to improve customer service.
- Collections Expertise: Strong background in voice and digital debt collection.
- Stakeholder Management: Ability to work with internal and external stakeholders.
- Leadership: Ability and background in leading teams and leaders to execute on key objectives.
- Computer literate with proficiency in Google suite and willingness to learn and embrace new systems.
- Strong self-organisation, decision making and analytical abilities.
- Creative problem solving skills.
- Strong detail orientation

**Our benefits**

**Adaptive working** - We're a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility

**Flexible schedules - **As a global team working across timezones, we offer flexible working schedules to ensure you're able to balance work and life

**Flexible paid leave - **Our trust-based leave model isn't capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs

**Remote work set-up - **Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

**Work from anywhere scheme** - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country

**Gender neutral parental leave - **Our global offering for all new parents includes 16 weeks paid leave

Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.

**At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.**

Job ID M5RBKq7hcCOr

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