Head of Contact Transformation

Have you led a contact centre transformation in banking and are now ready to shape the future of digital customer engagement at scale?

**It starts here. With Bendigo Bankand you.**

Bendigo Bank is seeking a bold, strategic, and digitally fluent leader to spearhead our exciting transition to a modern, multi-channel customer engagement model. This is a career defining opportunity to lead the strategic shift from traditional phone systems to a streamlined digital approach powered by automation and AI.

In this high-impact role, you’ll own the roadmap for Amazon Connect and other customer interaction technologies, lead enterprise-wide innovation across all contact channels, and guide a team of specialists to deliver smarter, faster, and more human-centred service.

If you’re passionate about customer-led innovation, thrive in transformation environments, and want to make a real impact at one of Australia’s most trusted banks, this is your opportunity to lead change at scale.

**Key responsibilities**:

- Developing and implementing a forward-thinking contact centre strategy, including messaging strategy and target operating model.
- Successfully leading the business side of adoption and optimisation of Amazon Connect, a powerful tool for enhancing customer interactions.
- Managing and mentoring a high-performing team, driving improvements in customer experience and operational efficiency.
- Ensuring ongoing compliance and regulatory adherence.
- Collaborating effectively with stakeholders across the bank to achieve shared goals.

**To succeed in this role, we’d love you to have**:

- A proven track record of leading large-scale contact centre transformations, ideally within banking or a regulated environment, with strong knowledge base in shifting from traditional telephony to AI-enabled, digital-first customer engagement.
- Expertise in contact technologies and enterprise platforms such as Amazon Connect, conversational AI, and self-service solutions—along with a sharp eye for leveraging data, automation, and innovation to drive measurable customer and business outcomes.
- Exceptional leadership and stakeholder management skills, with the ability to inspire cross-functional teams, influence senior executives, and confidently navigate complex change in a fast-moving environment.

We offer flexible work options with a hybrid model of minimum** 60% on site attendance**, ideally in Melbourne or Adelaide.

This is a **Permanent,** **Full-time** position based at any of our head office locations.

**So, why work for us?**

With over 2.7 million customers, we are one of Australian’s largest retail banks with a vision our purpose - ‘to feed into the prosperity of our customers and communities, not off it’. In fact, over $270 million has been returned to communities and initiatives Australia wide.

We are regularly voted one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We know the last few years have been rough, so we have partnered with **Sonder** as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the_ better_ big bank