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About The Role

The Customer Insights & Optimisation Manager will play a key leadership role within the Customer Experience and Insights team.

This individual will ensure visibility into performance across all customer and operational touchpoints, leveraging data-driven insights to help the team understand customer challenges, identify opportunities for impact, and prioritize transformation initiatives.

The Customer Optimisation & Insights Manager will be responsible for Service Design and for leading initiatives to drive performance, improvement and transformation within the broader Operations department. This includes opportunity identification, ideation, solutioning and overseeing the delivery.

This is a hybrid role that can be performed from either Melbourne or Darwin. 

Responsibilities Include:

• Analyse customer data to provide actionable insights that improve the impact and efficiency of initiatives
• Identify trends, pain points, and opportunities for service improvement across channels (voice, chat, email)
• Evaluate customer journeys within the contact centre environment to reduce friction and improve first contact resolution
• Conduct bespoke analysis that generates insight to drive outcomes and test hypotheses
• Report on performance and impact, using data to inform decision-making and drive strategic changes
• Lead the design of end-to-end service experiences that meet customer needs and expectations
• Use human-centred design principles to ensure services are intuitive, accessible, and inclusive
• Develop detailed customer journey maps and service blueprints to visualise current and future state experiences

About You

• Strong attention to detail
• Proficient at presenting and articulating information and ideas to stakeholders unfamiliar with same
• Data Analysis to produce actionable insights
• Familiarity with analytics tools (Power BI, Text Analytics, etc.)
• Proven leadership or support experience in a Contact Centre or Operational environment
• Experience in a data-leaning role (trend analysis, planning & measurement, forecasting, reporting, etc.)
• Experience in the delivery of initiatives or optimisation in an operational environment
• Ability to challenge the status quo