Continuous Improvement and Insights Manager

2 weeks ago

Joondalup, Australia Probe CX Full time

**About the Role**

As the Continuous Improvement and Insights Manager you will have the opportunity to explore, design and lead the implementation of an innovative and comprehensive customer experience framework for Probe’s blue chip clients.

You will drive a continuous improvement culture harnessing customer and whole business insights, with the goal of improving customer experience and impacting key metrics for all lines of business and continue to build the vision with the voice of the customer in mind.

This role emphasizes working on, not just in, the business to deliver a dedicated focus on enhancing the overall service. The Manager will have direct access to Probe’s corporate Product, Consulting, ICT, and Innovation teams, ensuring best-in-class practices and expertise are delivered back to our client.

**Key Details**:

- Monday to Friday | 9:00am to 5:00pm
- Location | Joondalup
- You will be required to complete a National Police Clearance

**Key Responsibilities**:

- Lead the Continuous Improvement Framework to drive a culture of excellence.
- Identify customer behavior and analyse insights from available tools to drive actionable recommendations for building best-in-class customer experiences.
- Arrange quarterly reviews of trends and opportunities against agreed roadmap of activities, articulating opportunities to drive customer improvement and streamline processes.
- Support the integration of technology that supports business insights.
- Facilitate workshops to drive understanding and value of trends and insights from customers, ensuring new teams start with an insight-led approach.
- Manage end-to-end projects to collect, analyse, present, and drive adoption of insights from primary research, digital analytics, and customer feedback.
- Implement insight processes, including Voice of Customer, to ensure analysis is properly planned and prioritized in line with business needs.
- Work with large and small raw data sets to deliver insights and drive commercial uplift.
- Manage the communication of VOC client briefings and related training.
- Attend and actively contribute to client meetings to assist in continual improvement.
- Liaise with the Centre Manager and clients to ensure consistent service performance aligned with client goals and Probe’s operating contract.
- Regularly communicate centre performance to all employees throughout the assigned functional business units

**Key Skills and Attributes Required**:

- Experience in a similar role in a contact centre environment
- Ability to build relationships & work collaboratively with clients and organisational peers
- High level of computer literacy, with knowledge of Google Suite’s Slides, Sheets, or equivalent.
- Self-motivated and able to work independently as well as contribute to cross-functional and global teams
- Exposure to Genesis and Salesforce is advantageous.
- Experience in Quality Management Systems (desirable)
- Australian based role

Elevate your career and be part of a team committed to excellence. If you're driven by innovation and passionate about enhancing customer satisfaction, we want to hear from you.

  • Manager Crisis and Business Continuity

    2 weeks ago

    Joondalup, Australia North Metropolitan TAFE Full time $90,000 - $120,000 per year

    Permanent full-time opportunity Joondalup campus, as we are a multi-campus institution you may be required to work from more than one campus Our employees have access to a range of benefits including: Salary packaging Employer super contribution 12% Deferred salary scheme – receive 80% salary for four years with the fifth year as a paid...

  • Manager, Crisis and Business Continuity

    2 weeks ago

    Joondalup, Australia Government of Western Australia Full time $80,000 - $120,000 per year

    Closing Date: About the Role Flexible working hours Four weeks annual leave and an option to accrue an additional two weeks leave each year Thirteen weeks paid long service leave after 7 years Paid parental leave – 18 weeks Salary packaging/sacrifice facility Employer superannuation contribution 12% How to ApplyCurrent Resume including two...

  • Store Manager Laubman&pank Joodalup

    4 days ago

    Joondalup, Australia Laubman and Pank Full time

    **Widen Your Horizons. Join the Next Chapter of Your Career** At EssilorLuxottica, we are committed to empowering our people to grow and succeed. This is your opportunity to take your career to the next level, embrace new challenges, and continue making a difference. We work for a brighter future, thinking today about the world of tomorrow. Don’t miss...

  • Senior Manager Regional Hydrogeology

    2 weeks ago

    Joondalup, Australia Department of Water and Environmental Regulation Full time $96,000 - $124,000 per year

    Take the Lead in Regional Hydrogeology Be a part of a senior leadership team making an impact in WA. We're looking for an experienced hydrogeologist and leader to lead a newly formed team focused on regional hydrogeology in our regulatory approvals directorate. This is a rare opportunity to contribute to strategy, strengthen capability, and provide expert...

  • Practice Manager

    3 days ago

    Joondalup, Australia Western Respiratory and Sleep Full time

    **Key responsibilities** The Practice Manager will: - ensures daily operations are delivered efficiently and effectively. - coordinate payroll services including superannuation payments, Australian Taxation Office employer responsibilities and maintain records of leave entitlements - maintain accurate financial records and provide regular reports to the...

  • Senior Manager- Nature Planning

    2 weeks ago

    Joondalup, Australia Department of Water and Environmental Regulation Full time $104,000 - $130,878 per year

    This is a Fixed term opportunity to 30 June 2027 with the possibility of extension and permanencyThe Department of Water and Environmental Regulation (DWER) is seeking an experienced and motivated leader to fill the role ofSenior Manager – Nature Planning.In this key leadership position, you will manage a team dedicated to improving environmental data and...

  • Quality Assurance Team Leader,quality Assurance Team Leader]

    1 week ago

    Joondalup, Australia Probe CX Full time

    **About the Role** We’re looking for a motivated and people-focused leader to champion quality across our contact centre. You’ll play a key role in shaping customer experience, coaching teams, and turning insights into real improvements that make a difference for our clients and customers. **What you’ll be doing** - Lead the delivery of the...

  • Senior Manager-Nature Planning

    2 weeks ago

    City Of Joondalup, Australia Department of Water and Environmental Regulation Full time

    This is a Fixed term opportunity to 30 June 2027 with the possibility of extension and permanencyThe Department of Water and Environmental Regulation (DWER) is seeking an experienced and motivated leader to fill the role of Senior Manager – Nature Planning.In this key leadership position, you will manage a team dedicated to improving environmental data and...

  • Store Manager I Laubman

    2 weeks ago

    Joondalup, Australia Laubman and Pank Full time

    **Widen Your Horizons. Join the Next Chapter of Your Career** At EssilorLuxottica, we are committed to empowering our people to grow and succeed. This is your opportunity to take your career to the next level, embrace new challenges, and continue making a difference. We work for a brighter future, thinking today about the world of tomorrow. Don’t miss...

  • Operations Manager

    1 week ago

    Joondalup, Australia Probe CX Full time

    Why Probe? Probe CX amplifies human capabilities with technological excellence. In a world that has never been more competitive, we create blueprints for delivering exceptional CX, combine the latest technology with people, process and data, and provide organisations with complete end-to-end service for customer operations. We are seeking an experienced...