Head of Contact Transformation | Customer Contact | Melbourne or Adelaide
Head of Contact Transformation | Customer Contact | Melbourne or Adelaide
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Job Description
Closing Date: EOD14th August 2025 *shortlisting and interviews may commence prior to closing date so please dont delay apply now.
Have you led or played a part in a Contact Centre transformation in banking (or similar) and are now ready to shape the future of digital customer engagement at scale
It starts here. With Bendigo Bank and you.
Bendigo Bank is seeking a bold strategic and digitally fluent leader to spearhead our exciting transition to a modern multi-channel customer engagement model. This is a career defining opportunity to lead the strategic shift from traditional phone systems to a streamlined digital approach powered by automation and AI.
In this high-impact role youll own the roadmap forAmazon Connectand other customer interaction technologies lead enterprise-wide innovation across all contact channels and guide a team of specialists to deliver smarter faster and more human-centred service.
If youre passionate about customer-led innovation thrive in transformation environments and want to make a real impact at one of Australias most trusted banks this is your opportunity to lead change at scale.
Key responsibilities:
- Developing and implementing a forward-thinking contact centre strategy including messaging strategy and target operating model.
- Successfully leading the business side of adoption and optimisation of Amazon Connect a powerful tool for enhancing customer interactions.
- Managing and mentoring a high-performing team driving improvements in customer experience and operational efficiency.
- Ensuring ongoing compliance and regulatory adherence.
- Collaborating effectively with stakeholders across the bank to achieve shared goals.
To succeed in this role wed love you to have:
- A proven track record of leading large-scale contact centre transformations ideally within banking or a regulated environment with strong knowledge base in shifting from traditional telephony to AI-enabled digital-first customer engagement.
- Expertise in contact technologies and enterprise platforms such as Amazon Connect conversational AI and self-service solutionsalong with a sharp eye for leveraging data automation and innovation to drive measurable customer and business outcomes.
- Exceptional leadership and stakeholder management skills with the ability to inspire cross-functional teams influence senior executives and confidently navigate complex change in a fast-moving environment.
We offer flexible work options with a hybrid model of minimum 60% on site attendance ideally in Melbourne or Adelaide.
This is a Permanent Full-time position based at any of our head office locations.
Please note all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.
Please contact theRecruiter forthis vacancy for a confidential discussion if there are any concerns meeting this requirement during the application processor if you would like to discuss the position further.
RecruiterName: Natalie Cornell Senior Talent Acquisition Advisor
Recruiter Email:
Required Experience:
Director
Employment Type
Full-Time
