Process Improvement Specialist

Location: Rydalmere
Job Type: Contract
Reference: JO-1905-169346
Salary: $0 - $90000.00 per annum
You'll be focused on driving successful customer outcomes, by leading this business-wide transformation project. Working closely & collaboratively with the Customer Sevice Manager, you will be mapping the entire customer journey, and delivering a complete reboot for a National business of major significance.

We anticipate this role will extend beyond the initial 12-month contract.
This is a unique opportunity to take real ownership of a major, highly-visible change project.

Broadly, you'll be tasked with:
  • Mapping the end-to-end customer contact journey 
  • Designing (from scratch) the after-sales service process
  • Collaborating with all parts of the business to ensure buy-in
Based in Western Sydney, this role is central to how this landmark Australian business adapts to future customer needs.
This role provides an amazing career opportunity to implement organisational improvements, as the business evolves during this exciting period.
 
Some (but not all) of the detail in your role includes:
  • End-to-end Contact-Centre journey redesign
  • Facilitate deployment workshops
  • Liaise closely with internal stakeholders & external resources
  • Train a team of "Champions' who will role-model improvements across the business
 As the ideal candidate, your experience will include:
  • Significant Contact-Centre process improvement delivery experience
  • Experience in leading and facilitating workshops with a wide range of stakeholders (incl. Contact Centre)
  • Relevant tertiary and professional qualifications
  • Outstanding problem-solving skills, including ability to handle complex problems
  • The ability to liaise, influence, challenge effectively and build relationships at all levels
  • Highly effective & adaptable communication skills
  • The ability & confidence to work with tight deadlines in a dynamic environment, delivering high quality outputs with strong attention to detail
  • Ability to work effectively and collaboratively as part of a project team
 
Does this sound like you?
Don't delay - connct with us today to discuss.