Continuous Improvement

About Us

Glass Outlet is widely recognised across Australia as a frontrunner in the wholesale glass, aluminium, and building products industry. Our extensive product range—spanning glass supply, aluminium fencing, balustrading, shower screens, and more—positions us as a one-stop destination for trade customers.

Our focus is simple: deliver quality, value, and service excellence every time. As we continue to grow nationally, we're strengthening our commitment to innovation, operational excellence, and customer experience.

About the Role

We're seeking an experienced and customer-focused Customer Experience & Continuous Improvement Lead to design and deliver business improvement and automation initiatives that enhance how customers interact with Glass Outlet at every touchpoint — from quote to delivery.

This role blends service design, process optimisation, and digital enablement to strengthen customer satisfaction, streamline internal workflows, and lift operational performance across the business.

You'll partner with leaders across Operations, Sales, Customer Service, Marketing and IT to modernise systems, digitise manual processes, and embed a customer-first mindset in everything we do.

Key Responsibilities

• Lead and deliver continuous improvement projects using Lean, Six Sigma, or Kaizen principles to drive operational excellence.
• Analyse and optimise end-to-end workflows to eliminate inefficiencies and enhance the overall customer experience.
• Design and implement automated workflows and system integrations that reduce manual handling, improve speed, and increase accuracy and consistency.
• Map and continuously improve the customer journey — from enquiry to fulfilment — ensuring seamless interactions and proactive service.
• Translate customer feedback, data, and insights into measurable improvement actions that strengthen service quality and reliability.
• Partner with Sales, Operations, and Customer Service teams to develop smarter, more efficient workflows and improve communication and response times.
• Embed customer-first behaviours and service standards across all functions to create a consistent experience.
• Drive process standardisation through clear SOPs, digital tools, and system enhancements (CRM, ERP, Employment Hero, GO1).
• Establish and monitor KPIs to measure improvement in productivity, quality, and customer satisfaction.
• Facilitate improvement workshops and coach teams in problem-solving and root-cause analysis techniques.
• Lead and support change management initiatives to successfully embed new processes, technologies, and ways of working.

What You'll Bring

• Proven experience in Customer Experience, Continuous Improvement, or Process Automation roles (ideally within manufacturing, distribution, or supply chain environments).
• Strong understanding of workflow design, service mapping, and process re-engineering.
• Experience implementing or supporting digital transformation projects (ERP, CRM, or workflow systems).
• Data-driven and analytical approach — able to translate customer insights and metrics into meaningful actions.
• Confident facilitator with strong communication and stakeholder engagement skills.
• Qualifications or certification in Lean, Six Sigma, or business improvement (desirable).

Why Join Glass Outlet?

• Join a national business known for innovation, reliability, and growth.
• Lead meaningful change through automation and customer-focused improvement.
• Collaborate directly with senior leaders to shape smarter systems and workflows.
• Be recognised for driving measurable impact and service excellence.
• Competitive salary and opportunities for professional development.

Apply Now

If you're passionate about making systems smarter, processes leaner, and customer experiences better — we'd love to hear from you.

Apply today and help build the future of customer experience and automation at Glass Outlet.