CX Operations Lead: Customer Experience & Improvement

Bunnings Group; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Team discount at Bunnings

OnePass membership

12 weeks paid parental leave

Job summary

Bunnings Group is seeking a CX Operations Manager to drive the performance, governance and continuous improvement of customer-facing capabilities. You’ll work across CX, Technology and operations to ensure platforms and processes meet customer and team needs.

You’ll connect insights from data to practical improvements, lead a small team, and partner with Product, Design and Technology to build a pipeline of improvements that deliver tangible outcomes for customers and the business.

Qualifications

• Experience across CX operations, operational leadership, CRM, service management or business transformation.
• Strong governance, operating models and continuous improvement capabilities.
• Experience with CRM platforms and data-driven decision making.

Responsibilities

• Shape governance and operating rhythms for clear accountability in CX.
• Oversee health and performance of customer-facing capabilities, including CRM.
• Strengthen service management, escalation practices and issue resolution.
• Use performance and adoption insights to identify improvement opportunities.
• Root-cause recurring challenges and turn insights into sustainable solutions.
• Build and prioritise a continuous improvement pipeline with Product, Design and Tech.
• Track CX initiatives to deliver expected customer, productivity and business outcomes.
• Lead and develop a small team and partner with cross-functional teams.

Skills

CX operations

Operational leadership

CRM

Service management

Process improvement

Data analysis

Stakeholder engagement

Team development

Tools

Salesforce

Job description

Bunnings Group is seeking a CX Operations Manager to drive the performance, governance and continuous improvement of customer-facing capabilities. You’ll work across CX, Technology and operations to ensure platforms and processes meet customer and team needs.

You’ll connect insights from data to practical improvements, lead a small team, and partner with Product, Design and Technology to build a pipeline of improvements that deliver tangible outcomes for customers and the business.