Chief Customer Journey Architect

5 days ago

Sydney, New South Wales, Australia Bebeecustomeradvocate Full time

Transform Customer Journeys and Elevate Operational Excellence
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We are seeking a strategic senior leader to drive the development of key strategies and initiatives that improve overall performance, uplift banker engagement, ensure continuous process improvement, and embrace new technologies to build strong customer advocacy.
This role requires a deep understanding of customer excellence, contact centre management, and emerging contact centre technologies. The ideal candidate will have extensive knowledge of customer needs, pain points, emerging technologies, and AI, contact centre operations, market trends, and the competitive landscape.
As a key contributor to business success, you will provide concise and effective recommendations to improve customer advocacy, performance, and efficiency. Your expertise in strategic project design and delivery will enable you to lead initiatives that balance exceptional customer experiences with desired business outcomes.
A proactive and results-focused approach is essential, ensuring the organisation stays ahead in a rapidly evolving industry. You will foster a risk-aware culture while maintaining operational excellence and business growth.
Responsibilities
Drive operational performance disciplines and operating rhythms in order to achieve consistent delivery of service level agreements (SLAs) across Virtual Banking
Drive customer and business outcomes by optimizing sales and service processes, and implementing key performance initiatives.
Partner with Digital, IT, and external parties to evolve the customer engagement across voice, messaging, and digital platforms
Play a key role in implementing AI, self-service, and omnichannel solutions for differing segments of our customer base
Lead and coordinate change management initiatives, assessing and embedding key changes, while proactively driving business transformation
Lead effective risk and compliance management, balancing operational effectiveness and fostering a strong risk culture
Key skills and qualifications:

• Extensive knowledge of customer needs, pain points, emerging technologies, and AI, contact centre operations, market trends, and the competitive landscape

• Strategic project design and delivery experience

• Deep understanding of customer excellence, contact centre management, and emerging contact centre technologies

• Strong capability in relationship management and stakeholder engagement

• Results-focused approach with ability to drive impact business decisions
Benefits
Special offers on banking products
Discounts from top brands
Tailored learning and development opportunities
Culture, Lifestyle, and Wellbeing leave options
Here's why you'll love working with us:
We're committed to making Westpac the best place to work in the country.

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