Senior Manager, Digital
vor 1 Monat
Senior Manager, Digital & Assisted Support At AustralianSuper, we truly care about our colleagues.
We know work and life are intertwined.
That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible.
We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.
Your New RoleWithin Member Experience, the Service Channels team is responsible for the strategy, roadmaps and management of all channels, including Contact Centre, Messaging, Bot, Website, Portals, App and Agent Tools (CRM and Contact Centre Technology).
Your new role as Senior Manager, Digital & Assisted Support is responsible for driving the right channel mix (Voice, Messaging, Email, Bot, Self-serve) through our channels, product ownership of Agent Tools, Contact Us and digital Help & Support (on the website and App), and overseeing our Messaging strategy and Bot/AI strategy (customer and agent).
Key duties include but are not limited to: Define the strategy and roadmap for Agent Tools, including CRM, Contact Centre Platform, Messaging Platform, Knowledge Management.
Define the strategy and roadmap for how customers contact us, including via the 'Contact Us' section of the website and mobile App, as well as via a Communications inbox within the Portal and App.
Define the strategy and roadmap for digital Help and Support on the website and mobile App.
Oversee the strategy and roadmap for Messaging and Bot/AI.
Lead a small team of POs.
Motivate and inspire team and colleagues by demonstrating commitment to the Fund's values, decision pillars and leadership principles.
Ensure our Members First culture is consistently and firmly embedded across the team.
What You'll Need Demonstrated successful leadership of agile iterative teams in the delivery of products / product features to market.
Previous Product Ownership or strong working knowledge of Agent Tools (CRM, Contact Centre Platforms).
Previous Product Ownership or strong working knowledge Digital Support channels (Messaging, Bots, Digital Help Centre/Knowledge Management, Contact Us).
Strong understanding of Messaging operations and best practice.
Strong understanding of application of bots and AI in contact centre technology.
Good understanding of Contact Centre optimisation and digitisation strategies to reduce cost to serve while delivering an excellent customer experience.
Good understanding of Knowledge Management best practice, taxonomy, search.
Combination of technical aptitude / judgement, commercial acumen, and product management skills.
Demonstrated experience in leveraging customer insights to build and develop tailored, innovative, and differentiated products and solutions.
Life at AustralianSuperAustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation.
We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.
We cultivate a workplace that champions safety, respect, inclusiveness and diversity.
We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms.
If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
What's NextApply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
Progress powered by purpose.Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team.
We will contact our preferred agency partners should we require additional support.
Thank you.
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