Lead brand strategy across customer service operations Flexible working with hybrid options available Drive performance and customer experience improvements You’ll align brand priorities with business goals, collaborating with Centre Managers, Team Leaders, business partners, and key stakeholders to embed best practice and ensure every change lands with clarity and purpose. Through strong feedback loops, you’ll surface customer insights, address pain points, and drive continuous improvement. With a one Customer Service mindset, you’ll represent the brand in strategic forums, lead local engagement activities, and partner across enabling teams to deliver a cohesive, customer-first experience - inspiring our people to share the passion every day. What You’ll Do Coordinate brand-aligned initiatives that enhance customer experience and operational performance across contact centres Partner with Centre Managers and Team Leaders to deploy change and embed best practice methodologies Establish feedback loops to identify customer pain points and drive continuous improvement Represent the brand in strategic forums and contribute to business planning and long-term forecasting Lead localised communications and engagement activities, including roadshows and recognition programs Collaborate with enabling functions to maintain a consolidated view of change and initiative impacts What You’ll Bring Proven experience in contact centre operations, with strong business acumen and strategic thinking Ability to analyse complex situations and make effective decisions that drive performance Advanced communication skills to influence and collaborate across diverse stakeholder groups Experience managing or supporting change initiatives with a focus on customer and people outcomes Strong coaching and relationship-building skills to support team development and engagement Familiarity with initiative lifecycles, risk identification, and operational planning If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact luke.morandini@suncorp.com.au for a confidential conversation. To apply for this opportunity, please submit your application directly via the link provided. CI_CS_Shannons_Shannons Lead.pdf
