Customer Experience & Continuous Improvement Leader

Careers Officeworks; City of Melbourne; On-site; AUD 140,000 - 210,000; Full time

Job summary

Officeworks in Melbourne is seeking a Strategic Continuous Improvement Manager for the Customer Contact Centre to lead transformational programs that improve customer experience, drive automation and AI initiatives, and deliver measurable service delivery gains.

You will collaborate with cross-functional teams and our managed service partner to ensure governance, quality, and prioritised initiatives across the operation. This is a senior leadership role aimed at delivering sustained efficiency.

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.

Customer Experience & Continuous Improvement Leader Melbourne, VIC, AU