Continuous Improvement Manager

1 month ago

Sydney, Australia Commercial-Corp-Customer Experience Full time

A great opportunity for an CX Continuous Improvement Manager to join Domain, reporting to the Director Customer Experience Operations. The Customer Experience, Continuous Improvement, Analytics and Voice of Customer function is accountable for articulating and delivering the Operational Roadmap through Continuous Improvement & Strategic Projects, governing CX Performance, Processes, Operational Excellence and Knowledge Management across all Domain product verticals. 

CX professional experienced in Human Centred Design with passion for partnering cross functionally to define and design a holistic service model across the value chain, map customer experience journey aimed at delivering a market leading proptech experience. 

Who are you?

The ideal candidate will…

  • Lead and develop a team of CX Process and Business Improvement Analysts and Operational SMEs to identify and deliver a portfolio of Continuous Improvement initiatives, to deliver against business outcomes and drive CX and UX, aligned to the overarching Transformation Blueprint

  • Establish core process excellence disciplines, methodologies and frameworks into functional teams to embed a Continuous Improvement culture and mindset

  • Lead and develop a team of Quality Assurance Analysts to continually evolve the QA framework as the Operating Model and core processes are transformed

  • Ensure that all Continuous Improvement initiatives have defined business cases and benefits are measured and post implementation learnings incorporated into future deliveries

  • Deliver and manage a centralized knowledge management strategy and repository

  • Work cross functionally across Product, Product Tech, Enterprise Platforms, Customer Solutions and Sales to map current and future state customer journeys and experience

  • Partner with Enterprise Platforms to define back office transformation across CX Operations systems and tools to create and business case the improvement roadmap

  • Use customer analytics to inform our multi-channel experience across key customer touch points

  • Be the champion and role model of a ‘Continuous Improvement’ and ‘Continually Learning’ culture within CX Operations by making it simple for our people to do their work

Success measures:

Drive the following commercial outcomes:

  • Flat or reduced operating costs

  • Customer Service Satisfaction (CSAT)

  • Net Promoter Score (NPS) from feedback

  • Customer Effort Scale (CES)

  • Employee Engagement

Attritubes 

  • Demonstrated expertise in Net Promoter Score (NPS) Program implementation and / or management

  • Demonstrated expertise, experience and qualification in Process Excellence and Customer Experience Frameworks and methodologies e.g. Six Sigma

  • Tenacity and curiosity to test, experience and challenge current processes and customer touchpoints to constantly find a better way 

  • Proficiency in human-centered design, and customer journey mapping, enabling the creation of customer-centric solutions

  • Proven experience in medium to large scale Continuous Improvement and Change Initiatives, preferably within a technology setting

  • Demonstrated experience in developing and maturing Quality Assurance Frameworks

  • Experience leading and developing people and / or teams

  • Project Management and Process Excellence Certifications desirable

Why join us? 

We’re the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:

  • Discover your ideal work-life balance with our approach to flexibility – whether it’s adjusted hours or making the most of working remotely and from our offices, let’s chat about what works best for you;

  • First-rate parental leave and wellbeing policies;

  • Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more

  • Continuous opportunities to leap, learn and grow.

We don’t just talk, we do. Every day we solve property problems for Australians and beyond. We encourage our people to see the possibilities, and turn them into realities. That’s why we want you.

Who are we?

We shine a light on all things property. Our business aims to simplify the property journey for all involved; motivated by expertise and our exclusive data.

Changing the way people engage with property requires a team of diverse thinkers. 

What’s next?

One of our talent partners will give your application a good look and give you a call if it’s a good match, so apply now

Don’t meet every single requirement? We’re committed to building an inclusive, diverse and supportive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly, we encourage you to send in your application. You may just be the perfect candidate for this opportunity or another within the Domain Group.

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