Digital Transformation Lead

4 days ago

Sydney, New South Wales, Australia Ubank Full time
About Us

We're Ubank, a daily money companion dedicated to empowering the digital generation to succeed with their finances. Our mission is to bring together a unified view of customers' money, smart features, and real-time insights to help them achieve financial momentum.

Job Summary

This role reports to the Head of Transformation, Operations and involves driving innovation and enhancing customer experiences at Ubank. As an Operations Optimisation and Platform Lead, you'll design and manage intuitive chatbot solutions, train AI, and lead cross-functional platform changes.

Key Responsibilities
  • Design & Manage: Configure and oversee our chatbot and knowledge management solutions to deliver seamless customer interactions.
  • Train AI: Lead the training of our AI and machine learning chatbot to ensure it provides accurate and helpful responses.
  • Governance: Own and manage the governance process for changes on our chat, chatbot, and content management platforms to maintain stability and security.
  • Vendor Relations: Maintain and manage day-to-day relationships with third-party solution providers to ensure smooth service delivery.
  • Cross-Functional Leadership: Collaborate with Marketing, Operations, and Product teams on platform changes to drive business growth and improvement.
  • Team Training: Train our operations teams on the technical components of our platforms to enhance their skills and knowledge.
  • Continuous Improvement: Identify and implement improvements across people, processes, and technology based on operational performance analysis to drive efficiency and effectiveness.
Requirements
  • Demonstrated Experience: Proven track record in strategic operations management, digital transformation, and business process improvement.
  • Technical Skills: Experience working with chat support software and customer service platforms, as well as third-party solution providers.
  • Leadership Qualities: Strong leadership and collaboration skills to drive cross-functional teams and projects.
What We Offer

We're committed to providing a dynamic and inclusive work environment that supports your career growth and well-being. As an employee at Ubank, you can expect:

  • A competitive salary of $120,000 - $180,000 per annum, depending on experience.
  • A comprehensive benefits package, including health insurance, retirement plan, and paid time off.
  • Ongoing training and development opportunities to enhance your skills and knowledge.

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