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 setting
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
Strong 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 (South Australia)
🏢 Jobtailor
📍 South Australia