Customer Experience - Macquarie Park, Australia - Optus

Optus

Verified Company

Macquarie Park, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Customer Experience (CX) Optimisation Manager:

Date:31 Jul 2023

Location:
Macquarie Park, Australia

Company:
Singtel Group

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 creating a better tomorrow for all Australians.

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.

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 brand and culture centres around our consumers and amazing people.

The day to day

Use creative thinking, consulting, process improvement and problemsolving skills to help size, scope, recommend, and deliver strategic opportunities for improvement by performing data analysis of business performance and process
Deliver positive business outcomes through the use of Lean Six Sigma, Agile and Human Centered Design methodologies, complimented by core consultation and facilitation skills
Lead complex projects to diagnose, evaluate and develop solutions to improve customer experience and manage cross functional teams, sponsors and business partners across different areas of the business
Influence teams to deliver optimal customer experience by ensuring customer is at the forefront of process, whilst identifying and owning impacting issues

Why you are our next Customer Experience Optimisation Manager

Proven experience within the relevant industry and understanding of strategy analytics and financial business implications
Lean Six Sigma certification, strong technical skills, familiar with statistical analysis tools, business billing and customer management systems
Highly skilled at building financial models, understanding financial concepts and business cases
Proven track record of leading large change projects with multiple business partners using formal methods, agile framework and methodology to analyse markets, competitors and customers

What's in it for you?

Competitive salary and performance incentives
Discounts to Optus products and services, and to over 400 retailers Australiawide
Training, mentoring and development opportunities (ask us about OptusU)
Up to five days of Volunteer Leave per year
A "connected" day for you to use to connect to something you are passionate about
Hybrid ways of working
Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
Sydney Campus; 20mins from CBD, 12mins from Epping via Optus bus

Keen to see what it's really like to work at Opus? Search #OptusLife on LinkedIn to go behind the scenes

We have a COVID-19 Vaccination Policy and require vaccination to enter our workplaces. Please speak to us if you have any questions about meeting this requirement.

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