Senior Process and Change Expert – Contact Centre – 12 Month Contract
Hybrid · Sydney, New South Wales, Australia or Wyong, New South Wales, Australia
Job Summary
Senior-level role owning end-to-end uplift of customer journeys across assisted channels (contact centre and complaints). Lead process improvement and transformation initiatives translating customer insights and performance data into measurable, sustainable improvements; drive end-to-end change delivery from discovery to embedment; partner across operations, technology, risk, and product to deliver compliant, sustainable change; optimize Assisted Channel capabilities (e.g., contact centre, chat) and track benefits realisation across performance metrics.
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