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CX Optimisation Manager

Date: 24-Sep-2022

Location: Macquarie Park, Australia

Company: Singtel Group

 

About Us

At Optus, we are striving to become Australia’s most loved everyday brand with lasting customer relationships and truly believe digital is one of the keys to unlocking our vision. When we consider how we interact with our customers, our vision is at the forefront of our thinking. So how does this ‘show up’when we think about our digital channels?

About the Team

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 CX Optimisation Manager (CXM) works closely with the business to identify key areas for improvement that will drive an increase in customer experience and are aligned to both the company and business units' strategic goals. In this role you will use creative thinking, consulting nous, process improvement and problem-solving skills to help size, scope, recommend, and deliver strategic opportunities, whilst ensuring that from a commercial aspect the benefits are attainable. The CXM understands 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 great customer experience. Execution involves transforming processes, systems and culture, and may also involve embedding the required infrastructure to achieve desired end state. Success will be measured via NPS and key business metrics across the Consumer product portfolios. The CXM works closely with the business and other members of the CX Optimisation team to deliver outcomes that utilise Lean Six Sigma; Agile; Human Centered Design; organisational change methodologies and core consultation and facilitation skills.

About You

We are looking for the following skills, previous experience and attributes:
 

  • Lean Six Sigma certification at Black Belt level (or Greenbelt, dep on experience)
  • Working in an Agile environment and comfortable using Agile tools eg JIRA
  • Working as a Strategy Analyst/Manager or as a Business/Financial Analyst in industry
  • Successful delivery of projects that enhance the Customer Experience and deliver significant financial benefits
  • Driving large change projects with strong stakeholders management and influencing skills
  • Leading and delivering CAPEX/OPEX projects following a structured project management methodology with formal sponsorship and a fixed budget
  • Experienced with statistical analysis and analytical tools e.g. Proficient in SQL and Minitab
  • Highly skilled at building financial models, understanding financial concepts and business cases

 

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

 

As a provider of essential services across Australia, Optus has a critical role in the community through keeping our customers connected to the people they love and the things that matter. It is also our priority to ensure we provide our amazing people and our customers with a healthy and safe workplace environment. In light of the significant risks posed by COVID-19, Optus expects all workers to be fully vaccinated against COVID-19, and will require vaccination for certain roles as well as access to Optus workplaces. Please speak to us if you have any questions about this policy or how it impacts you, including any concerns you might have about meeting this requirement.

 

Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we're a highly collaborative workplace, and offer a range of perks such as:
 

  • A competitive salary
  • Discounts on products and services, including personal mobile
  • Fantastic team culture with ongoing training and development opportunities
  • Optus led CX Academy to learn a range of globally recognised tools
  • Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP and post office!