Executive Manager of Customer Service Transformation

3 months ago

Perth, Australia Commonwealth Bank of Australia Full time

Executive Manager of Customer Service Transformation
- **You are a leader with demonstrated experience shaping organisational thinking, providing data driven insights and excels in articulating progress against strategic outcomes**:

- **We are creating Australia's favourite digital banking that help customers simplify their banking needs**:

- **Together we'll focus on customer first; fast, and safe; digital leadership; and operational excellence - which combined, will enable us to play our role in building a brighter future for all**

**See yourself in our team**

As Executive Manager of Customer Service Transformation, you will be responsible for leading the delivery team who own the core platforms that support the Bankwest contact centre (e.g. chat bot, messaging with agents, telephony). As the business owner for these platforms, you will be working with a (Executive Manager) Crew Technology Lead to deliver on platform upgrades and replatforming. The team is also responsible for the ongoing enhancement of Bankwests' chat bot / virtual assistant capabilities by fine tuning existing bot capabilities and building new customer intent capabilities to drive end-to-end containment in our chat channel.

**Do work that matters**

As **Executive Manager Customer Service Transformation** you will be leading the organisation to a digital first interaction for customer service - providing instant and seamless chat bot / virtual assistant experiences that resolve customer issues, allowing our agents to then focus on more complex enquiries. This will include prioritising the right digital messaging journeys to deliver on the lowest cost to serve and speed to resolve customer enquiries.

This is a newly created role within Bankwest to deliver the focus required to transform Bankwest to Australia's favourite digital bank. Leveraging industry AI capabilities to improve the customer and agent experience will also be crucial in this team.

You will also be working with support units such as technology, product, finance, strategy, data and analytics to own digital first interaction roadmap at Bankwest including the 3-year strategic plan and Annual Operating Plan.

This role will report to the General Manager of Personal Banking & Strategy at Bankwest and will have a high level of engagement with senior members of the leadership team to ensure we are working together to deliver on our shared objectives on an agreed timeline, and transparency of marrying up investment spend with benefit realisation.

This includes focusing on:

- Clear business ownership of the outcomes of the core platforms in the Bankwest contact centre
- Developing the roadmap of chat bot / messaging intents to build our over time to improve containment rates
- Instilling a high performance and benefit realisation culture

**About You**
- You have prior experience in delivering in contact centre platforms, particularly chat / messaging
- You have prior experience in working in an agile delivery model
- You are self-driven and tenacious with strong stakeholder engagement & communication skills
- You are curious and humble
- You have demonstrated experience in consolidating complex information into coherent narrative for varied audiences
- You have experience simplifying technology concepts and activities into plain-English
- You have proven experience motivating staff, engaging and influencing senior stakeholders and driving efficiency through productivity based disciplines
- You have a risk mindset - proactively identify and understand, openly discuss and act on current and future risks

**Working with us**:
Whether you're passionate about customer service, driven by data, or called by creativity, a career with Bankwest is for you.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. One where we're driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.

**Here, you'll thrive**

You'll be supported when faced with challenges and empowered to tackle new opportunities. You'll be empowered to do your best work and be given a choice about when and where that work happens. We really love working here, and we think you will too.

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Advertising End Date: 11/09/2024

Job ID REQ213451

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