Chief Automation Officer

6 days ago

Melbourne, Victoria, Australia beBeeAutomation Full time $180,000 - $240,000

**Drive Innovation with Customer-Centric Automation Strategy**

We are seeking a visionary leader to spearhead our customer interaction automation strategy, leveraging agile methodologies and human-centered design thinking.

The ideal candidate will possess a strong understanding of messaging and voice customer service channels, as well as expertise in data analysis, reporting, and performance monitoring.

This role offers a unique opportunity to shape the future of our digital transformation journey, improving cost-to-serve metrics while enhancing customer experience through automation.

About the Role

The Head of Channel Automation will be responsible for developing and executing the vision for automation strategy across all customer interaction channels, ensuring operational efficiency, and driving innovation.

Key accountabilities include:

  • Strategic Vision and Leadership: Develop and lead the automation strategy, setting the long-term vision for customer interaction channels with a focus on reducing operational costs and improving NPS.
  • Program Design and Implementation: Design and implement automation programs that drive efficiency, increase agent productivity, and enhance customer experiences, delivering measurable financial impacts.
  • People Management: Lead and mentor a diverse team, including experts in journey experience design, customer intent, strategic channel insights, conversations writing, and analysis.
  • Performance Monitoring and Reporting: Develop and maintain dashboards and reports to monitor the performance of automated solutions, focusing on financial metrics, cost savings, NPS, and efficiency improvements.

About You

To succeed in this key leadership role, you will require:

  • Bachelor's degree in a related field, such as business, engineering, finance, data analytics, or information technology.
  • Minimum 10 years' experience in messaging, strategy, and/or consulting.
  • Minimum 5 years of leadership experience, including people management responsibility.
  • Robust understanding of messaging and voice customer service channels.
  • Proven experience in data analysis, reporting, and performance monitoring.
  • Strong analytical skills with the ability to interpret complex data and provide actionable insights.
  • Demonstratable skill in data storytelling and presentations.
  • Excellent communication and collaboration skills.

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