Cx Transformation Manager
vor 22 Stunden
There's never been a better time to be in energy.
And there's never been a more exciting time to be at Endeavour Energy.
More than 2.7 million people across New South Wales rely on us every day for the supply of safe and reliable power to their homes and businesses.
We employ more than 1,700 people across our catchment, making us one of the largest employers in Sydney's Greater West.
To work with us in this role, you don't need to have any energy experience.
We need talented people who are ready for challenge and growth and value a sense of care and belonging.
Why?
Because our vision is to lead the way with smarter energy solutions.
Play your part in helping us to put the customer first and transition to a cleaner, more sustainable energy future for us all.
Position Purpose In this newly created role, the main focus will be to uplift our customer satisfaction by delivering and project managing the Customer experience Transformation program.
You will be specifically focused on front line customer support services overseeing operational change management and enabling cultural transformation to drive our strategic Customer Obsession.
Key Accountabilities Program Management: Development of a project management plan and program aimed at uplifting customer satisfaction and service by overseeing all CX transformation projects from inception to completion, ensuring these are delivered on time and within budget.
The project and change management plan to be developed should include: Defining requirements and deliverables through deployment, identifying schedules, scopes, budget estimations, and implementation plans, including risk mitigation Coordination of internal and external resources to ensure that projects adhere to scope, schedule, and budget.
Analysis of project status and, when necessary, revision of scope, schedule, or budget to ensure that project requirements can be met.
Establishing and maintaining relationships with relevant client stakeholders, providing day-to-day contact on project status and changes.
Reporting project outcomes and/or risks to the appropriate management channels and escalate issues, as necessary, according to project work plan.
Establishment and monitoring of project's KPIs to measure the success of the project and report progress to senior management.
Process Improvement: Oversee continuous improvement and performance optimisation to drive uplift in performance, as well as regulatory compliance.
Change Management: Facilitate the change management process to foster a customer- centric culture within Endeavour Energy, including the planning of any technology enhancements or regulatory amendments, including coordination of front-line training.
Develop change management plan (and partnering with other internal stakeholders) for the establishment and implementation of Future Grid customer support functions.
Knowledge Management: Maintain policy and procedure documents for all Customer Support activities including touchpoints and timeframes.
Responsible for the governance and approval of the CX Knowledge Nexus (knowledge base) framework and ensuring continuous improvement and updates.
Stakeholder Management: Collaborating across all internal (and external) stakeholders to Ensure collaboration and a unified approach to customer experience transformation.
Ensure capture of key changes and emerging issues Identifying critical stakeholder dependencies to support strong engagement.
Actively communicate progress of the CX Transformation program and seek support for key change initiatives Qualifications, Certifications and Licences Minimum qualifications Degree qualification in business or related disciplines Skills and Experience Project Management capability, demonstrated through successful deployment of large transformational programs.
Demonstrable Customer Experience expertise and focus.
Strong Change Management capability Expert relationship development and stakeholder management Good organisational skills – able to pivot during unexpected situations/ scenarios.
Development and management of knowledge systems High commercial acumen Demonstrated technology experience, particularly regarding CRM, Contact Centre/telephony, omni channel, web, knowledge management and AI applications.
For further information, please contact ****** Applications close - 8 Jan 2025 (Interviews to commence mid Jan 2025) When we power together, we can achieve so much more.
At Endeavour Energy, having a diverse and inclusive workplace makes us better, safer, and stronger.
We strive to create an environment where everyone feels safe, motivated, valued, included and respected.
Endeavour Energy is a critical infrastructure organisation and performs various background checks to evaluate the suitability of an applicant before making an employment offer to ensure the security and protection of its assets.
-
Cx Manager
vor 2 Wochen
Sydney, Österreich Teachers Mutual Bank VollzeitBase + Super + 3 days onsite, 2 days WFHAbout the roleAs a CX Manager, you will be responsible for designing and advancing contemporary customer journeys across the bank.This role focuses on strategically elevating the customer experience, moving the organisation from its current state to target state experiences.You will collaborate across teams to align...
-
Cx Innovations Director
vor 22 Stunden
Sydney, Österreich Stopgap Limited VollzeitThis is an exciting opportunity to join a successful independent agency for a 4 month contract, as their Customer Experience (CX) Innovations Director.The agency is known for delivering outstanding results in creative strategy, data insights, and customer/employee engagement. They're passionate about creating experiences that put people first and drive real...
-
Cx Researcher
vor 22 Stunden
Sydney, Österreich Resmed Inc VollzeitCX Researcher - Consumer InsightsApply locations: Sydney, NSW, Australia; San Diego, CA, United StatesTime type: Full timePosted on: Posted 4 Days AgoLet's talk about the teamJoin a new and emerging Experience Insights function (under Customer Experience) as a CX Researcher (Consumer Insights).In this role, you will lead our efforts to better understand our...
-
Research Project Manager
vor 3 Wochen
Sydney, Österreich Resources Group VollzeitOur client is revolutionising how businesses connect with their customers.They are not your average consultancy – they're a vibrant bunch of Customer Experience experts on a mission to shake up the research industry.They blend technical genius with research expertise to help their clients truly hear their customers' voices.They are currently looking to...
-
Cx Researcher
Vor 4 Tagen
Sydney, Österreich Resmed Inc VollzeitCX Researcher - Consumer InsightsApply locations: Sydney, NSW, Australia; San Diego, CA, United StatesTime type: Full timePosted on: Posted 4 Days AgoJob requisition id: JR_037865Let's talk about the teamJoin a new and emerging Experience Insights function (under Customer Experience) as a CX Researcher (Consumer Insights). In this role, you will lead our...
-
Cx Researcher
Vor 3 Tagen
Sydney, Österreich Resmed Inc VollzeitCX Researcher - Consumer InsightsApply locations: Sydney, NSW, Australia; San Diego, CA, United StatesTime type: Full timePosted on: Posted 4 Days AgoJob requisition id: JR_037865Let's talk about the team Join a new and emerging Experience Insights function (under Customer Experience) as a CX Researcher (Consumer Insights). In this role, you will lead our...
-
Teachers Mutual Bank | Cx Manager | Strathfield
vor 2 Wochen
Sydney, Österreich Tideri Jobbörse VollzeitBase + Super + 3 days onsite, 2 days WFH About the roleAs a CX Manager, you will be responsible for designing and advancing contemporary customer journeys across the bank.This role focuses on strategically elevating the customer experience, moving the organisation from its current state to target state experiences.You will collaborate across teams to align...
-
People & Culture Strategy And Transformation Manager
vor 3 Wochen
Sydney, Österreich Kfc VollzeitPeople & Culture Strategy and Transformation ManagerManagement - Internal (Human Resources & Recruitment)Full timeAs our new Team Member Experience Strategy and Transformation Manager for KFC South Pacific, reporting to our Head of Team Member Experience Strategy & Transformation, you will be responsible for defining and designing transformation projects,...
-
Resmed Inc | Cx Researcher
Vor 3 Tagen
Sydney, Österreich Tideri Jobbörse VollzeitCX Researcher - Consumer Insights Apply locations: Sydney, NSW, Australia; San Diego, CA, United States Time type: Full time Posted on: Posted 4 Days Ago Job requisition id: JR_037865 Let's talk about the team Join a new and emerging Experience Insights function (under Customer Experience) as a CX Researcher (Consumer Insights).In this role, you will lead...
-
Transformation Manager
vor 1 Monat
Sydney, Österreich Stockland VollzeitWe have an opportunity for a Finance Transformation Manager to join the team at our Sydney Head office on Castlereagh St.This role is currently being recruited as a 12 month contract.The Opportunity - About the Role In this newly created role you will be accountable for multiple workstreams in the Planning, Budgeting & Forecasting project, which is a...
-
Cx Continuous Improvement Lead
Vor 5 Tagen
Sydney, Österreich This Is An It Support Group VollzeitLocation(s) Posting Location: Sydney, New South WalesCountry: AustraliaWorking Schedule: Full-TimeWork Arrangement: HybridRelocation Assistance Available: NoPosted Date: 02-Dec-2024Job ID: 5502Description and RequirementsThe Customer Experience Continuous Improvement Lead will be tasked with enhancing MetLife's customer focus across the business and...
-
Cx Continuous Improvement Lead
Vor 6 Tagen
Sydney, Österreich This Is An It Support Group VollzeitLocation(s)Posting Location: Sydney, New South WalesCountry: AustraliaWorking Schedule: Full-TimeWork Arrangement: HybridRelocation Assistance Available: NoPosted Date: 02-Dec-2024Job ID: 5502Description and RequirementsThe Customer Experience Continuous Improvement Lead will be tasked with enhancing MetLife's customer focus across the business and...
-
Cx Continuous Improvement Lead
Vor 6 Tagen
Sydney, Österreich This Is An It Support Group VollzeitLocation(s)Posting Location: Sydney, New South Wales Country: AustraliaWorking Schedule: Full-TimeWork Arrangement: HybridRelocation Assistance Available: NoPosted Date: 02-Dec-2024Job ID: 5502Description and RequirementsThe Customer Experience Continuous Improvement Lead will be tasked with enhancing MetLife's customer focus across the business and...
-
Program Manager It Transformation
vor 4 Wochen
Sydney, Österreich Lendlease VollzeitLendlease is embarking on a significant IT transformation journey to modernise our technology landscape and drive world class service & capabilities outcomes. This is a 2 year Fixed-Term Contract.The Program Manager – Transformation Office (TO) will be responsible for overseeing the execution of the IT Transformation Program (Program) per the...
-
Customer Success Manager
vor 4 Wochen
Sydney, Österreich Cisco Systems, Inc. VollzeitJoin Cisco's Customer Experience (CX) team and be a part of an exciting transformation!We're reshaping our CX Operating Model to deliver more personalized, proactive, and predictive interactions.As a key player in this journey, focus on value creation for customers across the whole portfolio of products, software, and services.You will help customers...
-
Program Manager It Transformation
vor 4 Wochen
Sydney, Österreich Lendlease Corporation VollzeitProgram Manager IT TransformationProgram Manager IT TransformationApplyLocations: Sydney - CBDTime Type: Full TimePosted On: Posted YesterdayTime Left to Apply: End Date: December 13, 2024 (25 days left to apply)Job Requisition ID: REQ-7063070Lendlease is embarking on a significant IT transformation journey to modernise our technology landscape and drive...
-
Customer Success Manager
vor 4 Wochen
Sydney, Österreich Cisco Systems, Inc. VollzeitJoin Cisco's Customer Experience (CX) team and be a part of an exciting transformation! We're reshaping our CX Operating Model to deliver more personalized, proactive, and predictive interactions. As a key player in this journey, focus on value creation for customers across the whole portfolio of products, software, and services. You will help customers...
-
Program Manager It Transformation
vor 3 Wochen
Sydney, Österreich Tideri Jobbörse VollzeitProgram Manager IT Transformation Program Manager IT Transformation Apply Locations: Sydney - CBD Time Type: Full Time Posted On: Posted Yesterday Time Left to Apply: End Date: December 13, 2024 (25 days left to apply) Job Requisition ID: REQ-7063070 Lendlease is embarking on a significant IT transformation journey to modernise our technology landscape and...
-
Program Manager It Transformation
vor 4 Wochen
Sydney, Österreich Lendlease VollzeitLendlease is embarking on a significant IT transformation journey to modernise our technology landscape and drive world class service & capabilities outcomes.This is a 2-year Fixed-Term Contract. The Program Manager – Transformation Office (TO) will be responsible for overseeing the execution of the IT Transformation Program (Program) per the...
-
Digital Cx And Design Manager
vor 1 Monat
Sydney, Österreich Allens Corporate Services VollzeitDigital CX and Design Manager Apply remote type: Hybrid locations: Sydney, Melbourne time type: Full time posted on: Posted 2 Days Ago job requisition id: JR00000479Your roleAt Allens, our business teams are specialists in their field, using their unique knowledge and expertise to solve critical client and business challenges.You'll play a critical...
