Customer Experience Lead

4 days ago

Brisbane, Queensland, Australia beBeeLeadership Full time $90,000 - $120,000
Customer Experience Leader

We're looking for an exceptional leader to shape the future of our virtual banking services and elevate the way we support and partner with millions of customers across their life journey.

You'll lead the strategic design and delivery of outstanding customer experiences across all contact channels, driving business growth while maintaining operational excellence.

This role requires a seasoned contact centre specialist who is passionate about transforming customer journeys, optimising sales and service processes, and implementing key performance initiatives.

  • Drive operational performance disciplines and operating rhythms to achieve consistent delivery of service level agreements (SLAs) across virtual banking.
  • Partner with Digital, IT and external parties to evolve the customer engagement experience across voice, messaging, and digital platforms.
  • Lead the implementation of AI, self-service and omnichannel solutions for differing segments of our customer base.

The ideal candidate will have extensive knowledge of customer needs, pain points, emerging technologies and AI, contact centre operations, market trends, and the competitive landscape.

You will provide concise and effective recommendations to improve customer advocacy, performance and efficiency.

A proactive and results-focused approach is essential, ensuring that the organisation stays ahead in a rapidly evolving industry.

About Us

We're committed to making [Company Name] the best place to work in the country.

  • We offer special offers on banking products and discounts from top brands.
  • We provide a variety of leave options including Culture, Lifestyle and Wellbeing leave.
  • We offer tailored learning and development opportunities to help you grow your career within the organisation.

If you thrive in a fast-paced environment and have the leadership skills to influence and drive meaningful change, we want to hear from you.

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