Customer Operations Optimisation Lead

Full-time - Melbourne - "It's surely our responsibility to do everything within our power to create a planet that provides a home not just for us, but for all life on Earth."- David Attenborough**About Flo**: Hi, we’re Flo, and we are on a mission to switch as many people and businesses as possible to clean, renewable energy. We do that by making clean energy as cheap as conventional energy, investing in smart technology to reduce our operating costs and passing the savings to our members. And yes, it's not impossible. We are pushing boundaries and breaking conventions of the traditional electricity retailer. To do so, we are looking for like-minded people who share our passion for technology and sustainability. You might be the one we are looking for **What you will be doing**: As the Customer Operations Optimisation Lead, you will: **Customer Centric Mindset**: Creating and implementing compliant end-to-end customer experience journey maps, aligned with the company's goals and values and with a good understanding of how customer needs, preferences, and behaviours drives best in class experience. **Collaboration**: Work closely with key stakeholders, gather inputs, form alignment on root causes and influence agreement on actions that close gaps and deliver best in class experience. You will also collaborate with cross-functional teams to implement best practices and drive efficiency; ensure compliance with all energy regulations; identify and troubleshoot operational issues, implementing corrective actions. Participation in budget planning and cost control efforts may be required, as requested. **Analytical Skills**: Use data, customer feedback and key indicators to identify trends, opportunities and areas for improvement that create actionable insights. In addition, implement and manage continuous improvement principals by highlighting deficiencies and recommending changes in training, working practices and processes. **Innovative Thinking**: Identify and support implementation of new approaches and technologies that positively impact customer experience. **Technology Proficiency**: Have familiarity with customer journey mapping and process documentation tools, as well as an understanding of what best in class tools are in the market. **Testing Support**: Collaborate with cross-functional teams to support with testing and contribute to issue/defect management and resolution.- - Demonstrated experience in improving, automating, and redesigning processes and work practices to deliver tangible positive outcomes in a timely manner. - Strong knowledge of energy industry compliance rules and state-based regulations. - Excellent problem-solving and decision-making abilities. - Excellent communication (written & verbal) and ability to perform under pressure. - Demonstrated ability to work independently with a number of diverse stakeholders. - Experience in leading, coaching and supporting employees to create a culture of improvement - Extra points if you:_- PowerBI knowledge is highly regarded - Are tech-savvy, with an interest in leveraging technology to enhance operational efficiency and sustainability.**Culture and benefits**: - An exciting startup position where you can make an impact. - Get involved in product development and regional expansion from the ground up to chart the future of Flo - A lot of freedom and an essential role in the operations **team**. - Work in an open-minded and dynamic environment. - Five weeks annual leave and great work-life balance**Equal Opportunity Employer Statement** We are committed to building diverse teams and creating an inclusive workplace that enables all our employees to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation. We are dedicated to creating a work environment where everyone is treated with respect and dignity, and where all employees have the opportunity to reach their full potential. We believe each individual's uniqueness is invaluable and helps make our company better. **Join a fast-growing electricity retailer that's making renewable energy accessible for all** We are looking for growth-minded people who share our values and beliefs. We would love to hear from you, even if you feel unsure about meeting every requirement listed above. - Join us as our new **Customer Operations Optimisation Lead**