- Transform Customer Journeys
- Shape Industry Standards
- High Profile Senior Leadership Opportunity
About the Company
Join a leading organisation in the industrial sector with a legacy that stretches over nearly 8 decades. Known for innovation, quality, and a steadfast commitment to environmental sustainability, this company has played a pivotal role in shaping Australia’s infrastructure and has a footprint that extends beyond national borders. Their dedication to exceptional customer experiences, coupled with a focus on leveraging technology and optimising operational processes, positions them as a long-standing leader in the industry.
About the Opportunity
This is not merely a job; it’s a high-profile, career-defining role for a Head of Customer Experience and Standardisation. As the direct report to the Executive General Manager, you will be instrumental in sculpting and executing a dynamic Customer Experience Roadmap that has far-reaching impacts across the organisation. Your work will fuse hands-on process engineering with substantial leadership elements. The primary areas of your focus will be to refine contact centre operations, bolster customer communication channels, and advance metrics that align with both customer service and resource objectives. The role is based in North Ryde and will necessitate occasional travel for high-stakes meetings and collaborative work with your team and key stakeholders across various states.
You are no ordinary candidate; you are highly accomplished with a robust history of simplifying and optimising complex systems. Your credentials include a demonstrable track record in detailed process mapping and steering transformational programs to successful outcomes. Ideally, your career would have thrived in senior roles within large, complex, matrixed organisations, particularly in challenging sectors like mining or building materials. Your proficiency in managing centralised and decentralised business models is essential, and your ability to harmonise master data across disparate regions is non-negotiable. You are highly skilled at marshalling teams towards the modernisation of technology stacks, the seamless implementation of new systems, and the automation of workflows. Your leadership prowess, especially in team recruitment and management, is critical. Previous experience in a similar capacity is vital to thrive in this high-stakes role. Academic qualifications in Business or an MBA will stand you in good stead.
What’s on Offer
Step into a role where your contributions are highly valued and rewarded. You’ll receive a compensation package that reflects your expertise and qualifications. Beyond financial incentives, this role presents an unrivalled chance to influence strategic direction, engage with an elite executive team, and be part of an overarching improvement narrative in the industry. Additionally, you’ll gain access to an array of well-being programs and become part of an organisation deeply committed to health, safety, and environmental sustainability.
If your profile aligns with this game-changing opportunity and you are looking for a matchless career option, we invite you to express your interest. Be part of a transformative journey that stands as a landmark in the industry. Please respond directly via this advert and ensure you include information in addition to your CV, highlighting your experience relevant to the requirements outlined above. Contact Joannah with specific questions on 0404 851 300 or [email protected]. Please do not apply via email.
Please note that this position is open only to applicants with unrestricted working rights in Australia.
23 October 2023