Head of Customer Experience & Sales Effectiveness Overview We’re looking for someone to help shape the future of virtual banking and elevate the way we support and partner with millions of Australians through their life. You’ll lead the strategic design and delivery of exceptional customer experiences across all contact centre channels. Reporting to the National General Manager of Virtual Banking, this role requires an experienced contact centre specialist who is passionate about transforming customer journeys, driving operational efficiencies and empowering frontline leaders to deliver results in a fast paced and dynamic environment. Key responsibilities Drive operational performance disciplines and operating rhythms to achieve consistent delivery of SLAs across Virtual Banking Drive customer and business outcomes by optimizing sales and service processes, and implementing key performance initiatives Partner with Digital, IT and external parties to evolve the customer engagement across voice, messaging, and digital platforms Play a key role in implementing AI, self-service and omni-channel solutions for differing segments of our customer base Lead and coordinate change management initiatives, assessing and embedding key changes, while proactively driving business transformation Lead effective risk and compliance management, balancing operational effectiveness and fostering a strong risk culture What you’ll bring / Qualifications Dynamic and strategic senior leader with deep understanding of customer excellence, contact centre management and emerging contact centre technologies Strong capability in relationship management and stakeholder engagement across various business segments Extensive knowledge of customer needs, pain points, emerging technologies and AI, contact centre operations, market trends and the competitive landscape Ability to drive impactful business decisions and lead strategic project design and delivery Proactive, results-focused leader who thrives in a fast-paced environment and can influence meaningful change Commitment to fostering a risk-aware culture while maintaining operational excellence and business growth Why join us Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates A variety of leave options including Culture, Lifestyle and Wellbeing leave Tailored learning and development opportunities to grow your career within the bank Opportunities to give back to the community through volunteering initiatives How to apply Create your future today. To get started, simply click on the APPLY or APPLY NOW button. We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support for veterans, Indigenous Australians and the neurodiverse community. If you need any adjustments during the recruitment process, you can find out more information by visiting the People with Disability and/or needing Accessibility Requirements page on our website. J-18808-Ljbffr
