Customer Experience Programs

**Customer Experience Programs & Capability Manager**:
**Date**:6 Dec 2024

**Location**: Macquarie Park, Australia

**Company**:Singtel Group

**It starts with YES**

At Optus, we have an ambitious goal to be Australia's most loved everyday brand.

The Customer Experience (CX) team is dedicated to implementing the Optus Brand promise across all products and touchpoints while encouraging a customer-centric culture. Acting as the transformation interface across frontline and business functions, the team drives improvements in customer experience and delivers business outcomes aligned with the Annual Operating Plan. Within this framework, the CX Programs & Capability Manager plays a pivotal role in advancing CX capability and continuous improvement initiatives. This includes managing Optus exclusive CX Academy's comprehensive CX training program portfolio, such as NPS Essentials,

Customer Journey Mapping, Lean Process Improvement, and Customer Centred Design, as well as embedding continuous improvement practices across the broader business.

The role focuses on developing team skills in Lean Process Improvement and Customer-Centred Design to enable local teams to address and correct inefficiencies. By managing smaller-scale projects, the manager ensures a high completion rate and measurable value for both the organisation and its customers. Additionally, the role coordinates the Optus Lean Six Sigma (LSS) program in partnership with UNSW AGSM. These programs have delivered substantial customer experience and financial benefits, positioning this role as key to equipping Optus team members with the tools to solve business challenges and enhance customer outcomes.

**Your day in the life of a CX Programs & Capability Manager** **at Optus**
- Partner with senior leaders to integrate continuous improvement (CI) capabilities using Optus LSS, CX Academy, and other techniques and initiatives.
- Build and maintain a support framework for CI execution, including training, mentoring, and communities of practice.
- Manage the strategic roadmap for the CX Academy and coordinate training programs, certifications, program brand awareness and large Lean projects.
- Tailor training programs, supervise project benefits, and maintain the CX Capability intranet with tools, templates, and showcase the best methodology.
- Schedule and manage training sessions, workshop materials, and feedback to refine content and delivery.
- Build relationships across the business to identify projects and ensure alignment with business objectives.
- Deliver training, organise events, and foster community engagement through Lean initiatives and alumni activities.

**Your skills to pay the bills**
- Expertise in process improvement methodologies, particularly Six Sigma and Lean tools highly desired.
- Strong people leadership, coaching and mentoring abilities, with experience guiding teams through project completion.
- Ability to influence business partners at all levels and adapt communication styles to different audiences.
- Strong business acumen, including the ability to interpret financial data and achieve results.
- Experience in project and program management, facilitating change, and process management.
- Proficiency in IT tools, including MS Project, PowerPoint, and sophisticated MS Excel.
- Relevant certifications and hands on experience in leading process improvement projects.

**Perks we love at Optus**
- 3 days in the office, 2 days remote - with flexible hours to suit
- Inclusive paid parental leave, up to 14 weeks for the primary care giver
- All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
- Own your own growth by accessing an extensive online and facilitator led learning catalogue - even earn a MBA micro-credential via OptusU (University)
- Lean Six Sigma certification
- Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon

Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes

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