Customer Experience & Process Optimisation Manager (Contact Centre)

Empower Australias Payments Future with Cuscal 

Ever tapped your phone to buy a morning coffee or made a purchase from your favourite online store Chances are weve made it happen.    

At Cuscal weve been at the forefront of payments innovation for almost 60 years enabling seamless secure solutions that millions of Australians rely on every day. From launching Australias first ATM to being the first certified Australian fast payments Payer and Initiator in 2022 weve always pushed boundaries and were not stopping now.   

We are a listed public company (ASX:CCL) with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients our B2B model focuses on enabling other banks fintechs and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers.   

In December 2025 Cuscal expanded its scale and capability through the acquisition of Indue bringing together two established Australian payments providers with deep roots in the mutual and broader financial services sector. The combination strengthens our B2B focus broadens our payments and regulated data services offering and increases our ability to support banks fintechs and corporates with resilient secure and futureready solutions 

We are looking for a Customer Experience & Process Optimisation Manager  to join our Client Growth & Strategy Team supporting our Contact Centre in enterprise initiatives audits and transformation programs. 

The Customer Experience & Process Optimisation Manager is accountable for improving customer experience operational efficiency and fraud outcomes across Call Direct and Fraud Operation. The role owns customer experience design by leading business analysis and process improvement capability owning workforce planning reporting telephony optimisation and driving consistent operational standards across the contact centre. Responsibilities for the role sitting across 4 key areas 

1) Customer Experience & Process Optimisation

• Analyse map and redesign client and customer-facing processes to reduce friction and improve service delivery outcomes 

• Develop and maintain endtoend customer journey maps to identify and address pain points across all contact centre touchpoints 

• Translate customer client and team feedback complaints sentiment analysis and client effort scores into actionable insights 

2) Workforce Planning & Performance Management 

• Own workforce planning across forecasting scheduling and resourcing to support service demand and efficiency targets 

• Provide specialist advice to Fraud Operations leadership on workforce planning and capacity management 

3) Operational Improvement & Change Delivery 

• Maintain and support the Contact Centre Improvement Program including prioritisation and progress tracking  

• Identify operational inefficiencies across workflows and workforce models and design targeted improvement initiatives  

• Define and implement structured process optimisation approaches across manual and automated processes 

• Document execute and track process improvement plans through to measurable benefit realisation  

• Deliver regular operational performance reporting against SLAs with clear insights trends and recommendations tailored to audience needs 

4) Technology Telephony & Automation 

• Lead operational ownership of contact centre telephony tools ensuring configuration and performance  

• Develop and maintain telephony design flow and call routing documentation 

• Identify and support automation and technology initiatives that improve efficiency and fraud outcomes.  

• Contribute to future technology investment planning and business continuity planning for contact centre platforms 

About You 
You bring hands-on experience improving contact centre customer experience and operational performance with strong capability across process design workforce planning and performance reporting. You are comfortable owning complex contact centre initiatives end to end working with Fraud Operations technology teams and senior leaders to deliver measurable service efficiency and fraud outcomes.

• Extensive experience working within contact centres multichannel operations Financial services or similar fast paced and ever evolving environment. 

• Sound knowledge of business process modelling and workflow documentation 

• Proven experience in project and change management analysis data performance and or business analysis process improvement or data analysis. 

• Strong analytical skills quickly understanding complex concepts and translating them into actionable insights 

• Proficiency in Microsoft Office Suite JIRA Confluence and data visualisation tools

Why Cuscal    

We are in the rapidly evolving world of payments and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational financial lifestyle health & wellbeing benefits.    

Next Step    

If youre excited to join a company thats shaping the future of how Australia moves money wed love to hear from you.  Apply now and lets explore who you are what drives you and how you can contribute to our vision for the future.    

Cuscal is an equal opportunity employer committed to an equitable diverse and socially inclusive work environment and a positive barrier-free recruitment process. We welcome applicants from an Aboriginal and Torres Strait Islander heritage people living with a disability LGBTQIA and people from culturally diverse backgrounds to explore career opportunities with Cuscal.      

 Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms. 

Remote Work :

No

Employment Type :

Full-time