CX Transformation Leader – Continuous Improvement
Officeworks Ltd
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Benefits offered by this job
Job summary
Officeworks Ltd. is seeking a strategic Continuous Improvement Manager for our Customer Contact Centre in Chadstone, VIC.
You will lead transformational initiatives that enhance the customer experience, improve operational efficiency, and shape the future of our contact centre through automation, AI, self-service solutions and process improvements. Reporting to the Head of Customer Operations, you will identify opportunities across the end-to-end journey and deliver a robust improvement roadmap
Qualifications
- Minimum 5+ years leading operational excellence or transformation in a contact centre.
- Proven ability to deliver business improvements with customer and commercial impact.
- Experience using data, automation and AI to enhance service experiences.
Responsibilities
- Lead customer experience transformation initiatives across the Customer Contact Centre.
- Identify pain points and drive end-to-end improvements across journeys.
- Build and manage an improvement pipeline focusing on AI, automation and self-service.
- Use customer insights to inform strategic decisions and prioritise initiatives.
- Partner with a managed service provider to deliver service enhancements and governance.
Skills
Education
Tools
Job description
Officeworks Ltd. is seeking a strategic Continuous Improvement Manager for our Customer Contact Centre in Chadstone, VIC.
You will lead transformational initiatives that enhance the customer experience, improve operational efficiency, and shape the future of our contact centre through automation, AI, self-service solutions and process improvements. Reporting to the Head of Customer Operations, you will identify opportunities across the end-to-end journey and deliver a robust improvement roadmap
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