Head of Customer Experience & Operations

Specsavers Support Office; Melbourne; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Quarterly bonus

Two free glasses per year

On-site parking

EV charging bays

Birthday leave

Volunteer time

Professional development

Paid parental leave

Social club

Job summary

Specsavers Australia and New Zealand is seeking a Head of Customer Operations to lead our Customer Operations and Customer Experience strategy across the region. You will translate customer insights into tangible improvements, working with stores, Retail, Support Office and external providers to deliver a consistent, high-quality customer experience, and to build a high-performing team.

You will oversee the Voice of Customer framework, governance and service standards to drive sustainable

Qualifications

• Significant leadership experience in customer operations or customer experience (CX).
• Experience leading multi-site retail or service networks.
• Proven ability to drive change and continuous improvement.
• Strong analytical skills and ability to translate insights into action.

Responsibilities

• Lead Customer Operations and CX strategy across Australia and New Zealand.
• Build and develop a high-performing, customer-focused team.
• Oversee Voice of Customer framework, governance, and service standards.
• Partner with Retail, Support Office, Global teams and external providers to raise customer outcomes.

Skills

Customer ops leadership

CX strategy

Stakeholder mgmt

People leadership

Change management

Analytical mindset

Job description

Specsavers Australia and New Zealand is seeking a Head of Customer Operations to lead our Customer Operations and Customer Experience strategy across the region. You will translate customer insights into tangible improvements, working with stores, Retail, Support Office and external providers to deliver a consistent, high-quality customer experience, and to build a high-performing team.

You will oversee the Voice of Customer framework, governance and service standards to drive sustainable