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Customer Experience Manager | Optimisation | Telco Leader | Up to 180K Package

Job description

Come and join Australia’s leading Telco brand who strives to be at the forefront of customer experience and truly believes that digital is the core to unlocking that vision and way forward. Customer-centricity and innovation across the digital channels is embedded within the strategic direction of the company, a constant fixture in millions of Aussie homes. The Digital Customer Experience (CX) team leads the definition and implementation of the Digital CX strategy. The team is responsible for being the key interface across front line and business functions to deliver on the digital customer experience strategic imperatives.
An exciting opportunity for a well seasoned CX Optimisation Manager who is experienced in all facets of Lean Six Sigma methodologies (ideally a certification) who focused on the customer experience of digital products/assets in a B2C setting. This is the role for you if you’ve spent your career mapping end-to-end CX journeys and leading the delivery of it within squads in a agile capacity.
The team is looking for a CX evangelist who can leverage their creative thinking, consulting, process improvement and problem-solving skills to help size, scope, recommend, and deliver strategic opportunities for improvement ensuring that from a commercial aspect the benefits are realistic.
The CX Optimisation Manager will be responsible for:
  • Leading (complex) projects to diagnose, evaluate and develop solutions to improve customer experience
  • Managing cross functional teams, sponsors and stakeholders across different areas of the business
  • Performing data analysis of business &/or process performance
  • Driving approval and implementation of initiatives
  • Identifying, scoping and assessing opportunities for improvement
  • Provide advice on product and process design initiatives across the business
  • Supporting larger program initiatives
  • Working collaboratively with other members of the CX team to maximise outcomes
  • Understanding the needs of customers across any segment or life-stage, outlining options to ensure these needs are met and finally ensuring the execution provides a good customer experience
  • Taking large Data sets, breaking it down and being able to synthesise a plan of action around findings
 About You: 
  • Lean Six Sigma certification at Black Belt or Green Belt level is highly regarded but practical experience leading projects at either level is equally acceptable
  • 4-5 years’ experience working as a Strategy Analyst/Consultant/Manager in consulting or 5-6 years working as a Business/Financial/Digital Analyst/Consultant/Manager in industry
  • 2-3 years’ experience leading and delivering CAPEX/OPEX projects following a structured project management methodology with formal sponsorship and a fixed budget
  • Highly experienced in utilising any of but not limited to the following methodologies: Lean Six Sigma, Agile, Human Centred Design principles, Design Thinking, Organisational change, Core consultation and facilitation
  • Specialised in the end to end customer experience of digital products/assets in a B2C setting
  • Highly experienced in leading multiple squads and stakeholders with the strong ability to influence decision making
  • Understanding of the Australian regulatory environment as it relates to Consumer voice & data and telecommunications in general
  • Can demonstrate successful delivery of projects that enhance the Customer Experience and deliver significant financial benefits
  • Driving large change projects with multiple stakeholders using formal methods
  • Understanding of Consumer facing products
  • Implementing process change outside your direct sphere of management control
  • Familiar with statistical analysis and statistical analysis tools e.g. MiniTab
  • Able to learn new analytical techniques very quickly
  • Bonus if you're proficient in SQL (not a requirement)
  • Highly skilled at building financial models, understanding financial concepts and business cases
  • Familiar with common frameworks and methodologies to analyse markets, competitors and customers
  • Skilled at decomposing a problem into constituent parts and designing an appropriate analytical approach
  What’s in it for you:
  • Flexible Work From Home and Office - 50/50
  • Work collaboratively in an open Agile environment
  • Discounts with over 400 companies Australia wide
  • Mobile & Internet discounts
  • Novated Car Leasing and other Financial benefits
  • Training (Paid career relevant training i.e LSS – Green to Black Belt level)
  • Mentoring and further learning opportunities
  • Up to five days of Volunteer Leave per year
So here it is, your opportunity to join a leader in the CX space who is a true investor in their people! You will experience career growth, learning, and mentorship with an emphasis on making sure you feel supported, challenged, and are enjoying your work. What are you waiting for?
Apply now and one of the Whitebay team will reach out to start the conversation.