Customer Experience & Continuous Improvement Leader

Careers Officeworks; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Employee discounts

Benefits program

Learning & development

Job summary

Officeworks is seeking a Strategic Continuous Improvement Manager for the Customer Contact Centre in Melbourne. You will lead transformational programs to enhance customer experience, leverage automation and AI, and work across teams to deliver measurable improvements in service delivery and efficiency.

Reporting to the Head of Customer Operations, you will champion quality, insights, and governance while prioritising initiatives with our managed service partner and internal stakeholders.

Qualifications

• 5+ years' experience leading operational excellence, CX, or transformation in a contact centre.
• Proven success delivering improvements that boost CX and commercial outcomes.
• Experience using data, automation, AI and digital tools to enhance service.
• Strong stakeholder influence with external partners and internal teams.

Responsibilities

• Lead customer experience transformation initiatives across the Customer Contact Centre.
• Identify pain points and drive end-to-end improvements across journeys.
• Build a pipeline focused on AI, automation, self-service, and efficiency.
• Use insights to inform strategic decisions and partner with the MSP.
• Act as Product Owner for the continuous improvement backlog and governance.

Skills

Customer experience

Stakeholder management

Agile/Lean

Data analytics

Automation & AI

Education

Business/Management degree

Tools

CRM systems

Contact centre tech

Job description

Officeworks is seeking a Strategic Continuous Improvement Manager for the Customer Contact Centre in Melbourne. You will lead transformational programs to enhance customer experience, leverage automation and AI, and work across teams to deliver measurable improvements in service delivery and efficiency.

Reporting to the Head of Customer Operations, you will champion quality, insights, and governance while prioritising initiatives with our managed service partner and internal stakeholders.