Head of Contact Centre Transformation

Are you a forward-thinking leader passionate about transforming customer experiences through innovation and technology? 

MUFG Pension & Market Services is seeking a Head of Contact Centre Transformation to reimagine our contact centre ecosystem and drive a roadmap of digital and AI-driven initiatives that empower our people, enhance efficiency, and elevate the customer experience.

About the Role

Reporting to the Director of IT Infrastructure, you will define and deliver the strategy and roadmap for our contact centre platforms across phone, email, and chat channels. You will lead the integration of enabling technologies, including AI-driven solutions, automation, and intelligent routing, to create seamless customer experiences while driving operational excellence.

In this role you will be responsible and accountable to:

• Develop and champion a multi-year transformation roadmap aligned to business objectives that leverages emerging technologies
• Lead the end-to-end product lifecycle of contact centre technologies to elevate the customer experience.
• Lead end to end implementation of AI-driven solutions such as conversational AI chatbots, virtual assistants, and predictive analytics.
• Identify opportunities for automation, personalisation, and intelligent self-service.
• Analyse data and performance metrics to drive continuous improvement and operational efficiency.
• Partner with IT, Operations, Risk, and external vendors to ensure optimal system performance.
• Lead, develop, and inspire a high-performing team, fostering retention and continuous improvement.
• Ensure compliance with regulatory requirements and embed risk management practices across platforms.
• Act as the SME for contact centre transformation initiatives in enterprise projects.
• Champion customer and agent experience improvements across contact centre operations.

What you Bring:

• 5+ yrs of demonstrated expertise in the strategy, design, and implementation of AI, machine learning, and automation within customer service environments.
• Proven success in large-scale organisational change and technology integration projects.
• Strong understanding of multi-channel contact centre operations and systems.
• Hands-on experience with the implementation and/or optimisation of contact centre systems and tools
• Knowledge of emerging technologies such as AI, IVR, and workforce management systems is essential
• Proven leadership skills to communicate with the ability to influence and collaborate across all levels of the organization
• Excellent stakeholder management, communication, and influencing skills.
• Analytical, problem-solving mindset with data-led decision-making capabilities.
• Strong leadership, coaching, and team-building abilities, with experience managing high-performing teams.

Some of our Employment Benefits

• FlexiWorks – enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose. 
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft
• Novated Car Leasing

Culture at MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

How to apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening including a police check and employment history check prior to commencement of employment