Customer Experience Transformation Lead

Jobtailor; City of Monash; On-site; AUD 130,000 - 180,000; Full time

Job summary

Jobtailor seeks a senior leader to drive customer experience transformation across the Customer Contact Centre. You will identify pain points, lead end-to-end improvements, and build a pipeline focused on AI, automation, and self-service to boost service efficiency.

You will partner with external providers, champion quality assurance, and act as Product Owner for the Continuous Improvement backlog, reporting to the Head of Customer Operations.

Qualifications

• 5+ years leading operational excellence or customer experience programs in contact centres.
• Proven success delivering business improvements driving customer and commercial outcomes.
• Experience using insights, data, automation, AI and digital solutions to improve service.
• Strong stakeholder management and ability to influence across levels and with partners.
• Experience handling complex customer issues, escalations, or regulatory matters.
• Experience with Agile/Lean methodologies is highly regarded.
• Knowledge of CRM platforms and contact centre technologies.

Responsibilities

• Lead customer experience transformation initiatives across the Contact Centre.
• Identify pain points and drive end-to-end improvement across journeys.
• Build and manage an improvement pipeline focused on AI, automation, and self-service.
• Leverage insights and data to inform strategic decisions.
• Partner with a managed service provider to deliver enhancements and transformation programs.
• Champion quality assurance, Voice of Customer reviews, and channel optimisation.
• Lead cross-functional teams to resolve escalations, regulatory matters, and business issues.
• Act as Product Owner for the Continuous Improvement backlog and governance.
• Report to the Head of Customer Operations.

Skills

Customer Experience Transformation

Operational Excellence

Stakeholder Management

Agile Methodologies

CRM Platforms

Education

Bachelor's degree in Business/Management or related discipline

Tools

Contact Centre Technologies

Customer Support Systems

Job description

Jobtailor seeks a senior leader to drive customer experience transformation across the Customer Contact Centre. You will identify pain points, lead end-to-end improvements, and build a pipeline focused on AI, automation, and self-service to boost service efficiency.

You will partner with external providers, champion quality assurance, and act as Product Owner for the Continuous Improvement backlog, reporting to the Head of Customer Operations.