Service Design Specialist: Contact Centre Improvement Manager Service Design Specialist: Contact Centre  …

Commonwealth Bank
in Sydney, New South Wales, Australia
Permanent, Full time
Be the first to apply
Commonwealth Bank
in Sydney, New South Wales, Australia
Permanent, Full time
Be the first to apply
Service Design Specialist: Contact Centre Improvement Manager
See yourself in our team

At CommSec, we provide our customers with easy-to-use investment tools and resources to put them in control of their investment decisions. With free access to online services such as live price updates, price charts and portfolio watchlists, CommSec is Australia's leading online broker.

Our Customer Engagement Team are the first point of contact for our CommSec customers who need support. Located in Darling Harbour, we strive to provide a great customer experience with every interaction we have.

Do work that matters

This role is key to supporting our frontline teams by identifying customer pain points, and helping redesign existing service models to deliver improved customer experiences. The role will lead and assist with diagnosis, support and management of service improvement activities.

On any given day you will:
  • Lead the thinking around HCD approaches to tackle everyday business problems
  • Support targeted process design/redesign activities, and assist with the development of change management plans
  • Provide guidance and support on HCD design principles to stakeholders throughout the organisation
  • Review and optimise internal and external requirements
  • Lead continuous improvement initiatives across Customer Engagement team
  • Support implementation of service improvement opportunities more broadly across CommSec
  • Use data analytics, process modelling and stakeholder engagement to solve business outcome problems.

We're interested in hearing from people who possess a combination of the below:
  • A strong customer mindset
  • Is a Practitioner of Human Centred Design approaches
  • Has Experience in service design methodologies
  • Demonstrate sound experience in business analysis
  • Demonstrate awareness of process improvements
  • An ability to build and leverage internal relationships with sound communication and influencing skills
  • Critical thinking and ability to challenge the status quo.

If you live the values we can offer great opportunities, whether you want to move across the organisation or up into a leadership role, the Code of Conduct guides our decision making so we can do what's right in every situation.

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

Advertising End Date: 22/06/2021
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