Remote Customer Experience - Head of Excellence

Summary

Join our team as the Head of Customer Excellence, overseeing customer interactions, process improvement, and training programs to deliver exceptional support for customers.

Requirements

• Process Improvement: Expertise in continuous improvement frameworks (e.g., Lean, Six Sigma)
• Training and Development: Strong ability to design comprehensive training programs
• Project Management: Experience managing cross-functional initiatives, especially in new market or business integration contexts
• Knowledge Management: Ability to develop knowledge-sharing systems to improve customer service
• Collections Expertise: Strong background in voice and digital debt collection
• Stakeholder Management: Ability to work with internal and external stakeholders
• Leadership: Ability and background in leading teams and leaders to execute on key objectives
• Computer literate with proficiency in Google suite and willingness to learn and embrace new systems
• Strong self-organisation, decision making and analytical abilities
• Creative problem solving skills
• Strong detail orientation

Responsibilities

• Oversee the overall quality of customer interactions and agent performance
• Drive continuous process excellence and improvement across the customer experience team
• Lead the development and execution of comprehensive training programs for all customer-facing staff
• Collaborate with other leadership roles (e.g., Collections Lead, Head of Customer Experience) to execute key initiatives, such as new market launches and business integrations
• Develop and implement knowledge management systems to ensure high-quality customer interactions
• Support customer experience system excellence and continuous improvement

Benefits

• Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
• Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life
• Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
• Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
• Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country
• Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave