Continuous Improvement and Insights Manager

3 weeks ago

Joondalup, Australia Probe CX Full time

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

About the Role

As the Continuous Improvement and Insights Manager you will have the opportunity to explore, design and lead the implementation of an innovative and comprehensive customer experience framework for Probe’s blue chip clients.

You will drive a continuous improvement culture harnessing customer and whole business insights, with the goal of improving customer experience and impacting key metrics for all lines of business and continue to build the vision with the voice of the customer in mind.

This role emphasizes working on, not just in, the business to deliver a dedicated focus on enhancing the overall service. The Manager will have direct access to Probe’s corporate Product, Consulting, ICT, and Innovation teams, ensuring best-in-class practices and expertise are delivered back to our client.

Key Details:
- Monday to Friday | 9:00am to 5:00pm- Location | Joondalup- You will be required to complete a National Police Clearance

Key Responsibilities:
- Lead the Continuous Improvement Framework to drive a culture of excellence.- Identify customer behavior and analyse insights from available tools to drive actionable recommendations for building best-in-class customer experiences.- Arrange quarterly reviews of trends and opportunities against agreed roadmap of activities, articulating opportunities to drive customer improvement and streamline processes.- Support the integration of technology that supports business insights.- Facilitate workshops to drive understanding and value of trends and insights from customers, ensuring new teams start with an insight-led approach.- Manage end-to-end projects to collect, analyse, present, and drive adoption of insights from primary research, digital analytics, and customer feedback.- Implement insight processes, including Voice of Customer, to ensure analysis is properly planned and prioritized in line with business needs.- Work with large and small raw data sets to deliver insights and drive commercial uplift.- Manage the communication of VOC client briefings and related training.- Attend and actively contribute to client meetings to assist in continual improvement.- Liaise with the Centre Manager and clients to ensure consistent service performance aligned with client goals and Probe’s operating contract.- Regularly communicate centre performance to all employees throughout the assigned functional business units

Key Skills and Attributes Required:
- Experience in a similar role in a contact centre environment- Ability to build relationships & work collaboratively with clients and organisational peers- High level of computer literacy, with knowledge of Google Suite’s Slides, Sheets, or equivalent.- Self-motivated and able to work independently as well as contribute to cross-functional and global teams- Exposure to Genesis and Salesforce is advantageous.- Experience in Quality Management Systems (desirable)- Australian based role

Elevate your career and be part of a team committed to excellence. If you're driven by innovation and passionate about enhancing customer satisfaction, we want to hear from you.

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