Platform Lead for Digital Transformation and Customer Experience

2 weeks ago

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

At Ubank, we aim to empower the digital generation to achieve financial success. Our mission is to provide a daily money companion that offers smart features and real-time insights, helping customers save more, see their spending, and own their home faster.

Role Overview

We are seeking an experienced Platform Lead to drive innovation and enhance customer experiences. The successful candidate will design and manage intuitive chatbot solutions, train AI, and lead cross-functional platform changes, ensuring seamless and efficient customer interactions.

Key Responsibilities
  • Design & Manage: Configure and oversee our chatbot and knowledge management solutions to deliver exceptional customer experiences.
  • Train AI: Lead the training of our AI and machine learning chatbot to improve its accuracy and effectiveness.
  • Governance: Own and manage the governance process for changes on our chat, chatbot, and content management platforms, ensuring compliance with industry standards.
  • Vendor Relations: Maintain and manage day-to-day relationships with third-party solution providers to ensure seamless delivery of services.
  • Cross-Functional Leadership: Collaborate with Marketing, Operations, and Product teams on platform changes, driving alignment and consensus.
  • Team Training: Train our operations teams on the technical components of our platforms, ensuring they have the necessary skills to support customers effectively.
  • Continuous Improvement: Identify and implement improvements across people, processes, and technology based on operational performance analysis, driving business growth and customer satisfaction.
What We're Looking For
  • Tech Enthusiast: You have a passion for technology, innovation, and process enhancement, with a strong understanding of digital transformation principles.
  • Analytical Mind: You possess a strong attention to detail and analytical mindset, with experience in data-driven decision-making.
  • Customer-Centric: You understand and value customer needs, always aiming to enhance the customer experience through tailored solutions.
  • Data-Driven: You love diving into data to uncover insights and drive improvements, with experience in data analysis and visualization tools.
Essential Requirements
  • Demonstrated experience in strategic operations management, digital transformation, and business process improvement.
  • Experience working with chat support software and customer service platforms.
  • Experience working with third-party solution providers to deliver a seamless experience.
Compensation Package

We offer a competitive salary of $120,000 - $180,000 per annum, depending on your level of experience and qualifications.

About Us

Ubank is committed to equal employment opportunity, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

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