Senior Process and Change Expert – Contact Centre – 12 Month Contract
On-site · Sydney, New South Wales, Australia or Wyong, New South Wales, Australia
Job Summary
Senior Process and Change Expert – Contact Centre to own the end-to-end uplift and continuous improvement of customer journeys across assisted channels, driving measurable enhancements to both customer experience and operational efficiency. Lead process improvement and transformation initiatives to enhance customer and operational outcomes, translating customer insights and operational data into prioritised, measurable improvements. Drive end-to-end change delivery from discovery to embedment, partnering with operations, technology, risk, and product to deliver compliant and sustainable change. Optimise assisted channel capabilities (e.g. contact centre, chat) and track benefits realisation across performance metrics.
Required Qualifications
- Strong experience in customer journey optimisation, process improvement, or transformation within a regulated environment.
- Proven ability to lead end-to-end change initiatives and deliver measurable business and customer outcomes.
- Demonstrated stakeholder management skills, with the ability to influence across teams and seniority levels.
- Strong analytical capability, with experience translating data into actionable insights and recommendations.
- Solid understanding of risk, compliance, and governance frameworks.
- Excellent communication skills, with the ability to simplify complexity and drive engagement and alignment.
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