- Lead customer experience transformation initiatives across the Customer Contact Centre
- Identify customer pain points and drive continuous improvement across end-to-end customer journeys
- Build and manage an improvement pipeline focused on AI, automation, self-service, and operational efficiency
- Leverage customer insights and data to solve process challenges and inform strategic decision-making
- Partner with the managed service provider to deliver service enhancements, quality improvements, and transformation programs
- Champion service excellence through quality assurance, Voice of Customer reviews, and channel optimisation
- Lead cross-functional teams to resolve complex customer escalations, regulatory matters, and critical business issues
- Act as Product Owner for the Continuous Improvement backlog, influencing stakeholders, prioritising initiatives, and ensuring strong governance and delivery
- Report to the Head of Customer Operations

Requirements

- 5+ years' experience leading operational excellence, customer experience, or transformation programs within a customer contact centre environment
- Proven success delivering business improvement initiatives that drive customer and commercial outcomes
- Experience leveraging customer insights, data, automation, AI, and digital solutions to improve service experiences
- Solid stakeholder management skills and ability to influence at all levels and work effectively with external partners
- Experience managing complex customer issues, escalations,



or regulatory matters
- Experience working within Agile and/or Lean methodologies will be highly regarded
- Knowledge of CRM platforms, contact centre technologies, and customer support systems
- Experience managing large-scale customer incidents, product recalls, or regulatory investigations
- A degree in Business, Management, or a related discipline will be highly regarded

Core Competencies

Demonstrates expertise in leading customer experience transformation initiatives, leveraging customer insights and data to drive operational efficiency and service excellence. Proficient in managing complex customer issues and stakeholder relationships while utilizing Agile and Lean methodologies.

Highest-signal resume keywords

- Customer Experience Transformation
- Operational Excellence
- Stakeholder Management
- Agile Methodologies
- CRM Platforms

Hard Skills

- Continuous Improvement
- Data Analysis
- Process Improvement
- AI Solutions
- Automation
- Digital Solutions
- Quality Assurance
- Channel Optimisation
- Customer Insights
- Business Improvement Initiatives

Soft Skills

- Influencing Skills
- Cross-Functional Team Leadership
- Problem Solving
- Communication Skills
- Customer Advocacy

Industry Keywords

- Customer Contact Centre
- Service Enhancements
- Regulatory Matters
- Voice of Customer
- Operational Efficiency

Tools & Technologies

- Contact Centre Technologies
- Customer Support Systems

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📌 Continuous Improvement Manager – Customer Contact Centre (City of Monash)
🏢 Jobtailor
📍 City of Monash