Delivery Lead

**Help us deliver like never before**
Australia Post is delivering like never before. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.

**About the opportunity**

The newly created Delivery Lead role is a 12 month project that will drive the strategic direction and execution of the Customer Success culture and engagement program. This role will work closely within operational contact centre teams to execute a program that meets the unique requirements of a contact centre environment, as well as wider diverse Customer Success teams

In this role, you will play an immediate pivotal part in shaping and driving our tactical engagement activities during Peak, ensuing seamless support to our teams. You’ll collaborate closely with key stakeholders to design the strategy and oversee the planning and execution of a 12-month culture and engagement event and activities calendar.
- This role is available in either Melbourne or Brisbane, with flexible working arrangements to suit your needs._

**What you’ll deliver with us**
- Work with key stakeholders to optimise ‘ways of working’ in engagement & culture, including supporting Leader capability build and set up of governance and frameworks for Customer Success working groups, ensuring accountability, ownership, traction and embedding.
- Create strategy, design, deliver and evaluate culture and engagement operational programs with a minimum 1-year outlook.
- Work within the established governance frameworks and assist in defining rules of engagement, offerings, program evaluation and reporting.

**About you**

We are seeking a highly organised executer l with strong experience in a program management including planning, influencing and executing. You will be someone with a high level of interpersonal skills and ability to influence and communicate effectively at all levels of the organisation. This role will suit someone who has demonstrated experience in diagnosing, designing strategy and delivering strategic solutions, with a strong ability to document their work effectively.

**You’ll also need**
- Experience in a large organisation, building trusted partnerships and coaching relationships with leaders in initiatives and strategies
- Experience understanding Contact Centre dynamics and highly scheduled environment would be ideal
- Ability to build strong relationships with multiple stakeholders across diverse networks, whilst challenging ways of working that are not in line with the cultural and engagement strategy
- Experience in developing and implementing initiatives to enhance employee engagement and culture
- Ability to work autonomously with limited direction

**How we’ll deliver for you**
- You will enjoy great exposure and support from all levels of Customer Success team, as well as wider teams across AP.
- Join one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
- We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together.
- Immerse yourself in the AP Way - where every single team member partakes in a learning module to help understand the vital role we play in delivering on our strategy and purpose

**We’re delivering together**

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.