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Senior Process and Change Expert – Contact Centre – 12 Month Contract

SeniorContractHybridWyong NSW 2259, AustraliaSydney NSW, AustraliaPosted 4 days agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

The Senior Process and Change Expert – Contact Centre at ING is all about enhancing customer experiences and operational efficiency. By taking ownership of customer journeys and leading transformative initiatives, you will play a pivotal role in shaping how assisted channels operate. Collaboration is key, as you will work closely with various teams to ensure excellence and value realization across the board.

Meet the team

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You'll be responsible for

🚀

Owning customer journeys

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.
⚙️

Leading process improvements

Lead and deliver process improvement and transformation initiatives to enhance customer and operational outcomes.
🔧

Driving change delivery

Drive end-to-end change delivery, from discovery and design through to implementation and embedment.

Key criteria

🔍

Customer journey optimisation experience

Proven experience enhancing customer journeys in regulated environments.

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📊

Analytical skills

Strong ability to translate data into actionable insights.

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🤝

Stakeholder management skills

Demonstrated ability to influence across teams and seniority levels.

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Think you're a good fit?See what the hiring team are looking for

View your fit

4 criteria for this job
Customer journey optimisation experience
Proven experience enhancing customer journeys in regulated environments.

View

Analytical skills
Strong ability to translate data into actionable insights.

View

Stakeholder management skills
Demonstrated ability to influence across teams and seniority levels.

View

Process improvement expertise
Experience leading process transformation initiatives for operational efficiency.

View

A meaningful career starts with a match

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