Experience Transformation Lead

3 days ago

Sydney, New South Wales, Australia beBeeTransformation Full time $150,000 - $200,000
Job Title:

Customer Experience Strategist

Job Summary:

We are seeking a customer-centric leader to develop and implement key strategies that drive operational excellence and elevate overall performance.

The ideal candidate will have a deep understanding of customer needs, pain points, emerging technologies, and contact centre operations.

Key Responsibilities:
  • Drive Operational Excellence: Optimize sales and service processes to achieve consistent delivery of service level agreements (SLAs) across Virtual Banking.
  • Strategic Partnership: Collaborate with Digital, IT, and external parties to evolve customer engagement across voice, messaging, and digital platforms.
  • Transformation Leadership: Implement AI, self-service, and omnichannel solutions for differing segments of our customer base, leading change management initiatives and assessing embedded key changes.
Required Skills and Qualifications:
  • Customer-Centric Approach: Deep understanding of customer needs, pain points, emerging technologies, and contact centre operations.
  • Strategic Project Management: Strategic project design and delivery experience.
  • Relationship Management: Strong capability in relationship management and stakeholder engagement.
  • Results-Focused: Results-focused approach with ability to drive impactful business decisions.

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