Customer Service Delivery Lead
Customer Service Delivery Lead
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Job Description
Customer Service Delivery Lead
Job No: 676229
Sydney - Inner Suburbs & CBD Brisbane - Inner Suburbs & CBD Melbourne - Inner Suburbs & CBD Various
Max Term Full Time
Insurance
Pay Band 5
Support meaningful change. Lead with purpose. Deliver for our customers.
- Secondment opportunity until 30 June 2026 within our Customer Experience & Strategy team
- Flexible working arrangements Any location
- Drive impactful delivery initiatives that improve our customer service experience
Our Customer Service Delivery Leads play a vital role in shaping and delivering initiatives that bring our Customer Service strategy to life helping us deliver seamless efficient and caring service across our Consumer and Commercial Insurance brands.
Were looking for a delivery-focused professional with strong stakeholder skills and a passion for improving the customer experience. If you thrive in a dynamic collaborative environment and enjoy turning strategy into action this could be your next step.
What youll do
- Lead the design and implementation of Customer Service initiatives with strong project governance
- Define scope objectives roles and deliverables aligned to business outcomes
- Manage trade-offs across scope time cost and quality to deliver initiatives effectively
- Proactively identify and resolve roadblocks risks and issues to keep delivery on track
- Collaborate with Customer Service teams and support functions (Comms Change Learning WFM Tech & Ops)
- Support the prioritisation of initiatives to minimise impact on frontline teams
- Deliver data-driven insights to guide stakeholder decision-making
What youll bring
- Strong experience in business improvement change delivery or Customer Service operations
- Operational knowledge of Customer Service/contact centre environments is highly desirable
- Ability to turn strategy into actionable delivery plans
- Strong communication collaboration and stakeholder engagement skills
- Analytical and problem-solving mindset with the ability to manage competing priorities
- Familiarity with project tools such as SharePoint Confluence and Jira (or willingness to learn)
- Diploma in Business or Project Management (highly regarded)
If this opportunity sounds like the challenge you have been looking for please apply online today. For further information regarding this position please contact
Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time
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