Customer Experience Optimisation Manager

Company/Team:

- Come and join Australia’s leading Telco brand who strives to be at the forefront of customer experience and truly believes that digital is the core to unlocking that vision and way forward. Customer-centricity and innovation across the digital channels is embedded within the strategic direction of the company, a constant fixture in millions of Aussie homes. The Digital Customer Experience (CX) team leads the definition and implementation of the Digital CX strategy. The team is responsible for being the key interface across front line and business functions to deliver on the digital customer experience strategic imperatives.- Opportunity:

- An exciting opportunity for a well seasoned CX Optimisation Manager who is experienced in all facets of Lean Six Sigma methodologies (ideally a certification) who focused on the customer experience of digital products/assets in a B2C setting. This is the role for you if you’ve spent your career mapping end-to-end CX journeys and leading the delivery of it within squads in a agile capacity.
- The team is looking for a CX evangelist who can leverage their creative thinking, consulting, process improvement and problem-solving skills to help size, scope, recommend, and deliver strategic opportunities for improvement ensuring that from a commercial aspect the benefits are realistic.- The CX Optimisation Manager will be responsible for:
Leading (complex) projects to diagnose, evaluate and develop solutions to improve customer experience Managing cross functional teams, sponsors and stakeholders across different areas of the business Performing data analysis of business &/or process performance Identifying, scoping and assessing opportunities for improvement Provide advice on product and process design initiatives across the business Understanding the needs of customers across any segment or life-stage, outlining options to ensure these needs are met and finally ensuring the execution provides a good customer experience Taking large Data sets, breaking it down and being able to synthesise a plan of action around findings Be responsible for using Design Thinking methodologies (including user-testing and hypothesis - About You:
Lean Six Sigma certification at Green/Black Belt level is highly regarded but practical experience leading projects at either level is equally acceptable 4-5 years’ experience working as a Strategy Analyst/Consultant/Manager in consulting or 5-6 years working as a Business/Financial/Digital Analyst/Consultant/Manager in industry 2-3 years’ experience leading and delivering CAPEX/OPEX projects following a structured project management methodology with formal sponsorship and a fixed budget Highly experienced in utilising any of but not limited to the following methodologies: Lean Six Sigma, Agile, Human Centred Design principles, Design Thinking, Organisational change, Core consultation and facilitation Specialised in the end to end customer experience of digital products/assets in a B2C setting Can demonstrate successful delivery of projects that enhance the Customer Experience and deliver significant financial benefits Driving large change projects with multiple stakeholders using formal methods
- What’s in it for you:
Work collaboratively in an open Agile environment Discounts with over 400 companies Australia wide Mobile & Internet discounts Novated Car Leasing and other Financial benefits Training (Paid career relevant training i.e LSS - Green to Black Belt level) Mentoring and further learning opportunities Up to five days of Volunteer Leave per year
- So here it is, your opportunity to join a leader in the CX space who is a true investor in their people You will experience career growth, learning, and mentorship with an emphasis on making sure you feel supported, challenged, and are enjoying your work. What are you waiting for?
- Large Australian Telco brand in millions of Aussie homes
- Lead complex programs of work, eliminating friction points for Telco consumers
- Own the end to end Digital CX of their flagship products & digital assets