Business Improvement Specialist

6 days ago

Sydney, Australia Domain Group Full time

A great opportunity for a CX Business Improvement Specialist, to join Domain on a Max Term Contract. Reporting to the CX Continuous Improvement Manager. The CX Operations Business Improvement Lead will collaborate with key business units and stakeholders to articulate and deliver transformation and change across CX Operations technology and back office capabilities.

**Who are you?**
- Facilitate workshops with Enterprise Platforms and key Commercial stakeholders to document the strategic technology requirements for teams in CX Operations (CRM, Integrated Ticketing, IVR, Workflow, Communication Platforms)
- Work with EP to agree Big Rocks and manage the change impacts of large scale transformation delivery into the relevant teams from both a process and operating model perspective
- Be the Business Owner and Champion for the CX Operations platforms to drive best practice usage, continual improvement and development
- Identify incremental improvement opportunities and manage group stakeholders and relationships to prioritise and deliver small to medium scale technical capability uplift in parallel with and aligned to the direction of strategy and large scale transformation

**_Success measures:_**

Drive the following commercial outcomes:

- Flat or reduced operating costs
- Customer Service Satisfaction (CSAT)
- Net Promoter Score (NPS) from feedback

**Attributes**
- Strong experience in Business and Process Analytics
- Demonstrated experiencing facilitating requirements gathering and articulation into a strategic transformation roadmap
- Demonstrated experience delivering small, medium and large scale change in tech organisations
- Tenacity and curiosity to test, experience and challenge current technology capability and determine the right solutions
- A strong ability to effortlessly collaborate across teams and influence on best practices and ways of working
- A genuine desire and interest to make an impact
- The ability to deal with a fast pace and often intense work environment, while remaining calm, composed and optimistic

**Why join us?**

We’re the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:

- Discover your ideal work-life balance with our approach to flexibility - whether it’s adjusted hours or making the most of working remotely and from our offices, let’s chat about what works best for you;
- First-rate parental leave and wellbeing policies;
- Access to _Perkbox_, giving you discounts across healthcare, entertainment, food, utilities and more
- Continuous opportunities to leap, learn and grow.

We don’t just talk, we do. Every day we solve property problems for Australians and beyond. We encourage our people to see the possibilities, and turn them into realities. That’s why we want you.

**Who are we?**

We shine a light on all things property. Our business aims to simplify the property journey for all involved; motivated by expertise and our exclusive data.

Changing the way people engage with property requires a team of diverse thinkers.

**What’s next?

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