Customer Experience Transformation Leader

2 weeks ago

Sydney, New South Wales, Australia beBeeTransformation Full time $120,000 - $150,000

We are seeking a customer experience expert to lead the transformation of our Member Support Centre. As a key member of our team, you will drive innovation across people, processes, and technology to deliver a seamless service.

Key Responsibilities
  • Review existing performance metrics and identify areas for improvement to align with optimised operations and member experience outcomes.
  • Develop and implement an efficient roster model that supports improved service delivery while addressing team fatigue and equity concerns.
  • Collaborate with the MSC Team Lead and Senior Member Support Officers to enhance morale, improve engagement, and build a culture of accountability and service excellence.
  • Design and execute a change management plan to ensure smooth adoption of new processes and systems.
  • Facilitate workshops and feedback sessions to improve trust and transparency.
  • Cultivate best practice contact centre leadership and workforce planning skills among the MSC Team Lead and Senior Member Support Officers.
  • Ensure report metrics and benefits realisation documentation is on track for handover to business as usual.

Our ideal candidate has 5+ years of experience in a similar role, with expertise in leading omnichannel contact centre operations, customer focus, customer experience propositions, workforce planning, cultural and organisational change, strategy development and execution, innovation and ideas generation, relationship building and stakeholder engagement, negotiation and influencing, conflict resolution, and project management.

Required Skills and Qualifications
  • Leadership and management
  • Contact centre operations and customer experience
  • Cultural and organisational change
  • Strategy development and execution
  • Innovation and ideas generation
  • Relationship building and stakeholder engagement
  • Negotiation and influencing
  • Conflict resolution
  • Project management
Benefits

This role offers the opportunity to shape the future of our Member Support Centre and contribute to delivering exceptional member experiences. We offer a dynamic work environment, opportunities for professional growth and development, and a competitive remuneration package.

What We Offer

We provide a comprehensive range of benefits, including:

  • A competitive salary
  • Ongoing training and development opportunities
  • A supportive and collaborative work environment
  • The chance to make a meaningful impact on our members' lives

  • Transformation Leader

    2 weeks ago

    Sydney, New South Wales, Australia beBeeTransformation Full time $180,000 - $250,000

    Job SummaryWe are seeking a seasoned leader to spearhead process transformation and customer experience initiatives. The ideal candidate will have extensive expertise in process design, transformation, and customer experience leadership. We offer a dynamic work environment that fosters growth, innovation, and collaboration.Key Responsibilities:Lead...

  • Transformation Partner

    2 weeks ago

    Sydney, New South Wales, Australia Group Transformation Full time

    **Transformation Partner- Permanent Opportunity- Flexible working options: Surry Hills/NorwestOpportunity to grow and learn with the group**We are Woolworths GroupWe are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together...

  • Technical Experience Pioneer

    1 week ago

    Sydney, New South Wales, Australia beBee Leader Full time $120,000 - $180,000

    Transform the Future of Customer ExperiencesWe're a global leader in creating dynamic, smart, personalized, and engaging customer experiences. Our innovative solutions empower brands to drive meaningful connections with their customers.As a Technical Product Manager, you will be at the forefront of this revolution. You will bridge the gap between business...

  • Director of Customer Experience Transformation

    2 weeks ago

    Sydney, New South Wales, Australia beBeeCustomerEngagement Full time $180,000 - $250,000

    Transform Your Career with a Strategic Leadership RoleJob Description:This is an exceptional opportunity to spearhead the development and execution of data-driven strategies that revolutionize customer engagement. As a senior leader, you will be responsible for driving business growth by leveraging data analytics, personalization, and cutting-edge...

  • Customer Experience Leader

    2 weeks ago

    Sydney, New South Wales, Australia beBeeTransformation Full time $120,000 - $150,000

    Lead Strategic Priorities in the Digital AgeWe're seeking a seasoned leader to join our Space & Range Team as the Head of Customer Range on a 12-month fixed-term contract. As a key member of our leadership team, you'll be responsible for driving the transformation of our range capability and delivering exceptional customer experiences.Deliver strategic range...

  • Group Agility Transformation Lead

    2 weeks ago

    Sydney, New South Wales, Australia Group Transformation Full time

    Hyrbid working arrangements with Norwest and Surry Hills office locations- Highly collaborative role with great visibilityDrive a culture of continuous improvement & innovation**We are Woolworths GroupWe are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose -...

  • Customer Experience Leader

    2 weeks ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $140,000 - $180,000

    Customer Experience LeaderAre you a passionate technologist with experience in shaping and delivering digital strategies in large scalable environments?As the Customer Experience Leader, you will drive the transformation of customer experiences, crafting innovative solutions that seamlessly integrate into customers' lives while achieving business...

  • Transforming Customer Experiences

    1 week ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $180,000 - $210,000

    Customer Experience ManagerAbout the RoleWe are seeking a seasoned Customer Experience Manager to lead the evolution of our enterprise Voice of Customer program. This is an exciting opportunity to create a best-practice Voice of Customer program and elevate customer centricity.You will be responsible for bringing a deep understanding of Voice of Customer...

  • Customer Experience Leader

    2 weeks ago

    Sydney, New South Wales, Australia beBeeExperience Full time $200,000 - $240,000

    Job Title:Job Summary:To deliver a world-class customer experience, we seek an exceptional leader to shape the future of our customer service across multiple channels. As the Head of Enablement, you will play a pivotal role in transforming customer service into a proactive, omnichannel experience.Key Responsibilities:Develop and implement a comprehensive...

  • Transforming Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia beBeeExperience Full time $95,136 - $112,164

    Customer Experience StrategistWe are seeking a skilled Customer Experience Strategist to provide advice and support on customer improvement initiatives. The successful candidate will work closely with internal and external stakeholders to implement customer experience improvement initiatives, serve as a customer advocate, and undertake projects and corporate...