Senior Manager, Customer Service Design and Solutions

Careers# Senior Manager, Customer Service Design and Solutions###### Team:Customer and Commercial###### Location:Melbourne###### Work Model:hybrid###### Work Type:Permanent**Hi, we’re PEXA**Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team.**A day in the life**You’ll spend your week spotting and shaping opportunities to make life easier for both our customers and the people who serve them. You’ll listen to calls, review workflows, and uncover friction points that slow down great service. From there, you’ll design and shape practical solutions - partnering with Technology and Product to deliver the right fixes and improvements.You’ll bring together insights from our people, our data and our customers to focus on what matters most: enabling our teams to work smarter, not harder. Whether it’s simplifying tools, removing manual steps or improving how channels connect, you’ll make service feel effortless - for the team and for the customer.**About the role**This role exists to reimagine how PEXA’s operations teams deliver service. It’s about designing better ways of working for our people, so they can deliver faster, simpler and more consistent experiences for our customers.You’ll identify, prioritise and shape opportunities for improvement across systems, processes and tools, partnering with Technology and vendors to ensure the right solutions are delivered. It’s a role that sits at the intersection of customer experience, operational design and service excellence - turning insight into action and helping PEXA stay trusted, efficient and easy to do business with.**Key capabilities we’re looking for:**· Customer Service Transformation - leading initiatives that drive productivity and efficiency across customer operations while improving the service experience for both customers and teams.· Service Design & UX - deep experience in journey mapping, service blueprinting and simplifying end-to-end experiences.· Collaboration with Technology & Vendors – the ability to shape, scope and land solutions with Tech and partners; someone who owns the business problem.· Strategic & Commercial Alignment – able to connect initiatives to clear customer, commercial and operational outcomes - driving productivity, service efficiency and measurable business impact while influencing senior stakeholders.**What success looks like in the first 6–12 months:**· A clear, prioritised pipeline of service design opportunities with strong business and operational alignment.· Demonstrable improvements in operational efficiency, higher productivity, reduced call handling time and post-call workload.· Tangible uplift in service outcomes, faster resolution times, improved consistency and higher customer satisfaction.· Stronger collaboration between Operations and Technology to deliver scalable improvements and sustained service excellence.*(We encourage you to apply even if you don’t tick every box, we know potential comes in many forms.)***A career at PEXA starts with you**If you think you have the required skills, an appetite to learn and would be a great fit, we’d love to hear from you – even if you don’t tick all the boxes. At PEXA we support your growth and help you discover your full potential.**Why join us**• Quarterly wellness days to recharge• Four weeks workcation per year - work from an approved country• Take the opportunity to purchase up to four weeks additional annual leave per year• Learn from the best and upskill with PEXA Academy certifications and grow your career**Our commitment to our people and a better future**At PEXA we want you to embrace your best self each day, creating an environment where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported and celebrated. With market-leading benefits that make a difference, we’re committed to supporting individuals, families and carers. Your culture, gender, sexual orientation, language and other attributes make you unique We couldn't be prouder to have a team that reflects the richness of our wider community.We're a proud Circle Back Initiative Employer and commit to responding to every applicant.**Stay Connected**A career at PEXA is exciting, challenging and rewarding, and we’re always on the lookout for talented individuals to join the team. You can learn more about life at PEXA on our and too.
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