Customer Experience Lead

6 days ago

Hawthorn East, Australia Coles Group Full time

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

**About the team**
Want to discover opportunities that challenge you? Connect to a career that can take you places? Inspire millions of Australians to lead healthier, happier lives? eCommerce is where you’ll find the freedom, support, and inspiration to do all that and more. We’re the team at the heart of our digital transformation - the ones creating the unified experiences and inclusive services our customers want and need. Open. Innovative. Accessibility-obsessed. It’s our eCommerce team that are redefining what we do, how we do it and why. So, we can build a digital offering fit for every Australian. So, we can shape the future of retail for better. So, we can find more ways to sustainably feed our nation - today and tomorrow.

**About the role**
As a Customer Experience Lead - Coles Online, you will be responsible for improving call centre performance and reports by collecting, analysing, and summarising data and trends as well as contribute to action plans.

**You will**
- Ensure COL Customer Care readiness for new initiatives, trials and Ocado transition
- training material, approved templates and scripts
- Provide the e-Commerce team with data driven process improvement opportunities, to ensure the most efficient and lowest error-rate end-to-end processes for the Operations area, in line with the wider growth aspirations of e-Commerce, design the roadmap to achieve this with the CX Manager
- Developing a deep understanding and empathy of our customers and their profiles, to promote customer-focused decisions across our contact centre and within our customer journeys in e-Commerce, Strategic thinking
- Work with the CX Manager in delivering a new Customer Strategy that improves CX as well as reduce cost
- Work with CX Manager and Service provider in improving call centre performance and reports by collecting, analysing, and summarising data and trends as well as contribute to action plans.

**Your skills**
- 5+ years working in a contact centre environment
- Experience in e-business
- Working with outsourcing relationships, either remotely or onsite
- Ability to interpret contact center results and highlight improvement areas and potential
- Proven ability to develop and maintain relationships with a diverse group of stakeholders, ranging from Senior executives, middle managers to individual contributors
- Tertiary qualifications preferred
- Demonstrated ability to leading complex and/or broad discussions, presenting ideas with diplomacy, authority, conviction and commitment
- Strategic thinking capability
- Must be able to working with complexity and ambiguity in a dynamic and continuously changing environment.
- Proven ability in devolving innovative solutions to deliver exceptional levels of customer service by challenging the excepted ‘norms’

With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave and parental leave entitlements.

**Safer together**:
Job ID: 69134

Employment Type: Full time

LI-ECOM1 #LI-HYBRID

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