Head of Customer Experience & Insights

Australia Post Group; Melbourne; Ibrido; AUD 180.000 - 230.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible/hybrid work

Work from home option

Mentoring programs

Descrizione del lavoro

Australia Post is seeking a strategic Head of Customer Experience in Melbourne to shape the future of customer experiences across the enterprise. You will lead a diverse team spanning customer experience, insights, quality, change and analytics, ensuring the contact centre and service operations deliver for millions of Australians.

Reporting to the General Manager, Customer Success, you will champion a customer-led culture, use data to drive improvements, elevate Voice of Customer programs, and

Competenze

• Senior leadership experience in customer experience and large-scale contact centres.
• Ability to influence at executive level and translate insights into actions.
• Tertiary qualifications in business or related field; change management or service design qualifications are highly regarded.

Mansioni

• Lead the Customer Experience strategy across Australia Post and align with enterprise priorities.
• Oversee Voice of Customer programs, quality governance and insights.
• Partner with Technology, Data and Operations to leverage customer analytics.
• Build a high-performing, customer-obsessed culture with continuous improvement.

Conoscenze

Leadership experience

Stakeholder engagement

Customer experience

Formazione

Tertiary qualifications in business

Descrizione del lavoro

Australia Post is seeking a strategic Head of Customer Experience in Melbourne to shape the future of customer experiences across the enterprise. You will lead a diverse team spanning customer experience, insights, quality, change and analytics, ensuring the contact centre and service operations deliver for millions of Australians.

Reporting to the General Manager, Customer Success, you will champion a customer-led culture, use data to drive improvements, elevate Voice of Customer programs, and