CX Design Lead
Macquarie Base, Sydn, Au
1d ago

CX Design Lead - 6 Month Fixed Term Contract

Are you ready to say 'Yes'?

Playing a critical role in the growth and future success of the Optus Small to Medium Business (SMB) team, you will provide crucial input into new architecture of new SMB experiences and you will be responsible for creating experiences that will differentiate the Optus customer experience (CX) from its competitors.

We see you achieving this by embracing new ideas and approaches that will transform the way people connect and use Optus to start and grow their business.

Additionally, you utilise data and insights to bring new Optus experiences to life and you will oversee the prioritisation, launch and ongoing ownership of Optus experiences.

This is an exciting role which will see you become the SME on all things CX for the Business Marketing, Product & Revenue team.

Other key areas of focus in your role -

  • Prioritisation of new CX - by generating business alignment and a desire for game changing experiences to be sponsored into annual budget planning and other prioritisation avenues;
  • Launch of new CX by ensuring experiences are delivered on time, on budget, stay true to the original service design and remain relevant in market based on changing customer expectations; &
  • Ownership of new CX by developing appropriate shared KPIs and building strong relationships with product and channel owners for each new Experience launch.
  • Your key ingredients for success ...

  • A proven ability to hit the ground running with a well-honed skillset in Agile Product Delivery, influencing, Service Design and Program Delivery;
  • Solid experience designing game changing end-to-end customer experiences and delivering them to market via numerous execution models.
  • The specific skillsets, experience and capabilities that this role requires include :

  • Knowledge and experience in agile product delivery with ability to lead CX chapters across multiple squads;
  • Capable of leading cross-functional teams and work to rapid timeframes to create high quality outputs;
  • Experience in managing external agencies to deliver exceptional output on time and on budget;
  • Service Design expertise featuring best practice knowledge across the Desirability, Feasibility and Viability lenses of Design;
  • The ability to prove business impact of Design, as well as experience using and knowledge of best practice prototyping / testing techniques; &
  • Knowledge of and exposure to multiple business areas including digital, retail, call centre, insights, product marketing, supply chain, business delivery and IT.
  • Your checklist for success -

  • Tertiary qualified in a relevant business discipline, with Lean / Six Sigma accreditation at Black Belt level;
  • Significant professional experience to date in a busy CX optimisation capacity with core focus on Service Industry Marketing and / or Service Design;
  • Agile Project Management competency with demonstrated experience bringing product and services to market via Agile methodologies;
  • Demonstrated experience using HCD / Service Design, customer research and testing;
  • A highly proactive, positive, can-do attitude, you are passionate, disruptive thinker who is all about changing the game;
  • Customer and outcome oriented, creative and passionate about CX at every single juncture; &
  • You are a highly collaborative, authentic team player, with exceptional storytelling and influencing skills.
  • Please note that this is a 6 month Fixed Term Contract opportunity.
  • Like to hear more?

    Please apply in confidence via the online function.

    Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

    Heads Up! Due to the fast paced nature of our business, vacancy close dates may change, so please make sure you apply today!

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