Leadership Position in Customer Relations

5 days ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $180,000 - $200,000
Job Opportunity: Customer Experience Leader

This is an exciting opportunity to lead a pivotal function dedicated to ensuring customer concerns are resolved with fairness, efficiency, and care.

Key Responsibilities:
  • Build and lead a customer-centric culture, driving strategic planning, continuous improvement, and regulatory responsiveness across the organisation.
  • Ensure compliance with internal and external dispute resolution processes, regulatory requirements, and fair outcomes for customers.
  • Maintain effective risk management practices and share insights to minimise conduct risk and elevate the customer experience.
  • Represent the organisation at senior levels with external stakeholders and regulators, while guiding internal teams with subject matter expertise and commercial pragmatism.
  • Oversee governance frameworks and ensure compliance with all relevant laws, regulations, and frameworks.
  • Provide strong leadership and people management, fostering a high-performance culture, supporting team wellbeing, and ensuring the function is resourced to deliver strategic outcomes.
Requirements:
  • Demonstrated expertise in leading high-performing teams and managing change effectively, ideally in relation to operations.
  • Ability to develop and execute strategic plans, with sound commercial judgement and a focus on delivering business outcomes.
  • Advanced interpersonal and negotiation skills, with a proven ability to manage complex stakeholder relationships and communicate clearly and confidently at all levels.
  • Skilled in defining end-to-end processes, identifying best practices, and implementing improvements that enhance efficiency, compliance, and customer experience.
  • Exceptional analytical thinking and critical problem-solving abilities, combined with the capacity to perform under pressure in dynamic operational environments.

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