Performance Lead

6 months ago

Melbourne, Australia McMillan Shakespeare Full time

The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co-ordination, asset management and related financial products and services. From our origins in 1988 when we created Australia’s salary packaging industry to today, MMS has a proud history of innovation and exceptional service.

Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.

As the Performance Lead - Digital Chat, you will drive the optimal performance of our chat channel experience to respond to our customers’ needs more efficiently and effectively through chat bot and live chat consultants.

The Performance Lead will be responsible for the successful development, execution and implementation of conversational strategies including messaging, chatbot and voice. This role also leads digital chat initiatives and manages daily operational tasks that enhance the user experience.

**Responsibilities**:

- Manage the design, development, and deployment of chat function across various digital channels, including but not limited to our websites and apps
- Collaborate closely with UX, Data Science, Sales & Operations teams to deliver conversational experiences across digital channels
- Manage stakeholders relationship (Sales & Operations) to ensure chat functionality is aligned with overall business goals
- Drive the adoption of chat channel across Sales & Operations BU and enhance customer experience on websites and apps
- Audit and map customer journeys across all channels and drive ongoing digital chat optimisation activities
- Build, implement and maintain reporting dashboards to monitor chat channel performance, and use data-driven insights to optimise chat functionality and improve customer experience
- Recommend changes and enhancements to the chat channel, with customer experience, operational cost and ROI in mind
- Collaborate with internal stakeholders to identify and develop future opportunities, defining the chat channel future roadmap
- Stay up-to-date with the latest chat AI technology and best practices
- Ensure seamless delivery and launch of projects - from defining requirements, prioritisation, briefing and planning timelines to completion.
- Manage and maintain vendor relationships, ensuring service level agreements are met
- Liaise with internal and external development team to ensure timely delivery of projects, bug fixes, feature requests and deployment schedules.

You will bring:

- Minimum 5+ years experience in chat channel development and management
- Good understanding of natural language processing (NLP) and machine learning concepts is nice to have but not essential
- Familiarity with web development languages such as HTML, CSS, and JavaScript
- Proven track record in Digital Channel Optimisation
- A good understanding of digital principles and requirements and their relation to UX
- Strong analytical and problem-solving skills, with the ability to use data to inform decisions
- Ability to work in a fast-paced environment and manage multiple projects simultaneously
- Qualification either in Digital, Communications or Marketing is desirable but not essential

What we can offer you:
- Our strong people-first culture- Flexible/hybrid working to enhance your work/life balance- Novated lease benefits and discounts- 12 weeks Paid Parental leave and access to our Parents Portal- Exempt Employee Share Plan- Paid Income Protection Insurance under MMSG default Super plan- Access to a broad range of learning and development programs- Career break and volunteering leave- Access to Employee Assistance Program and annual Flu vaccination- Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

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