Experience Design Team Leader

• Shaping and adapting the global Experience Design strategy to drive continuous improvements locally, ensuring a seamless and customer-focused journey across all touchpoints
• Leading Project Specialist in implementing global digital solutions for the local Australian market, ensuring they are tailored to meet local needs and exceed customer experience
• Managing a team of 9 Specialists focused on designing and enhancing end-to-end customer experiences across remote channels
• Coaching, developing, and motivating a high-performing team of Specialists (including Knowledge, Quality and Data Analytics), fostering a culture of growth, collaboration, and continuous improvement
• Using data, insights, and process improvement methodologies (e.g. Lean, Six Sigma) to identify opportunities, solve operational challenges, and improve performance
• Contributing to the recruitment, onboarding, and training of team members to build a supportive and engaging workplace culture
• Collaborating with local and global stakeholders to align priorities, integrate projects effectively, and maximise the impact on both customer and team experiences
• Taking on specialist assignments as needed to balance the team’s workload and gain hands-on experience with processes, platforms, and ways of working

• A minimum of 3 years’ experience working across channels such as retail, contact centres, and digital/self-service, with proven competence in technology integration in a call centre environment
• A minimum 3 years’ experience in a leadership role, with the ability to coach, develop, and inspire diverse teams
• Excellent communication skills that enable you to build relationships and work effectively with stakeholders and cross-functional teams to meet business needs
• A solid technical understanding paired with commercial insight, allowing you to translate digital tool enhancements into actionable, operational solutions
• A deep knowledge of change management and improvement methodologies, with a clear focus on enhancing both customer and co-worker experiences
• A growth mindset, with a resilient nature and the ability to cope and support others during change and uncertainty

Formal qualifications in change or project management (such as Six Sigma Green Belt)

• Leave entitlements – 5 weeks Paid Annual, Paid Parental, Family & Community and much more
• 24/7 access to our Employee Assistance Program for health and wellbeing support
• 15% Co-worker discount
• Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
• Co-worker uniform provided
• Free Co-worker parking
• Benefits membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
• Bonus programme (where eligible)
• Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)