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CX Optimisation Manager

Date: 30-Nov-2021

Location: Sydney (Macquarie Park HQ), Australia

Company: Singtel Group


About Us

The Digital Customer Experience (CX) team is responsible for defining and implementing the Digital CX strategy. This includes programs to improve our customer and employee experience (EX), translating the Optus Brand promise and ensuring that the Optus brand and culture centres around our customer and employees. The team acts as the key interface across front line and business functions to deliver on the digital customer experience strategic imperatives.


About the Role 

The primary accountabilities of the Customer Experience Optimisation Manager (CXOM) is to work closely with the business and identify key areas for improvement that drive an increase in customer experience and are aligned to both the company and business units' strategic goals. The CXOM will use 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.  This includes understanding needs of customers across any segment or life-stage, outlining options to ensure these needs are met in design of any product proposition and finally ensuring the go to market proposition ensures execution. Execution could involve transforming processes, systems and / or culture and may also involve embedding the required infrastructure to achieve end state. Success will be measured via NPS and key business metrics across the Consumer product sets.


The objective of the CXOM role is to work with the business and other members of the Customer Experience Optimisation (CXO) team in delivering outcomes, utilising any of, but not limited to, the following methodologies as appropriate:

  • Lean Six Sigma methodologies
  • Human Centered Design principles
  • Agile methodologies
  • Organisational change methodologies
  • Core consultation and facilitation skills


Key characteristics of this role include:

  • Managing teams, sponsors and stakeholders across different areas of the business
  • Leading direct and in-direct cross-functional teams
  • Performing and directing analysis of business performance
  • Provide advice on digital product and process design initiatives across the business
  • Identifying, scoping and assessing digital opportunities for improvement
  • Driving approval and implementation of initiatives
  • Supporting larger program initiatives implementation
  • Working jointly with other members of the CX team to maximise outcomes to strengthen the Optus Customer Experience.


About you

You are a self starter with a curious mind and collaborative attitude - unconventional backgrounds are welcome 

Other preferred skills and experience include:

  • Reasonable experience as a Strategy Analyst or Manager working on CX change projects
  • Lean Six Sigma certification at Black or Green Belt level
  • Understanding of HCD and customer journey mapping
  • Knowledge and background in omni channel is a great benefit
  • Great communication skills and ability to build relationships with diverse teams
  • Have intense curiosity - a desire to go beneath the surface of a problem, find the questions at its heart and distil them into a very clear set of hypotheses that can be tested
  • Keep abreast of innovate analytics and modelling techniques in the industry


Why Optus

Optus is a place where we let you do you.  We offer all kinds of benefits, such as:

Work collaboratively in an open, agile environment with flexible working hours and location

Discounts with over 400 companies Australia wide (Technology, Retail, Home, Fashion and more!)

Mobile & Internet discounts, Novated Car Leasing, and other Financial benefits

Onsite facilities at Macquarie Park such as a Gym, GP, Mini-Mart, Cafes

Private bus service to and from Campus to Epping and Wynyard stations

Flexible work arrangements


At Optus, we don’t sit back and let the future happen to us – we’re out there making it.  By expanding into new technology and relentlessly improving every day, we’re working to create a better tomorrow for all Australians.