Senior Manager, Customer Service Design – Solutions
PEXA
full-time
Posted on:
Location Type: Hybrid
Location: Melbourne • 🇦🇺 Australia
Visit company websiteJob Level
Senior
About the role
- Spotting and shaping opportunities to make life easier for both our customers and the people who serve them.
- Listening to calls, reviewing workflows, and uncovering friction points that slow down service.
- Designing and shaping practical solutions - partnering with Technology and Product to deliver the right fixes and improvements.
- Bringing together insights from our people, data, and customers to enable our teams to work smarter, not harder.
- Identifying, prioritising and shaping opportunities for improvement across systems, processes, and tools.
Requirements
- Customer Service Transformation - leading initiatives that drive productivity and efficiency across customer operations while improving the service experience for both customers and teams.
- Service Design & UX - deep experience in journey mapping, service blueprinting and simplifying end-to-end experiences.
- Collaboration with Technology & Vendors – the ability to shape, scope and land solutions with Tech and partners; someone who owns the business problem.
- Strategic & Commercial Alignment – able to connect initiatives to clear customer, commercial and operational outcomes - driving productivity, service efficiency and measurable business impact while influencing senior stakeholders.
Benefits
- Quarterly wellness days to recharge
- Four weeks workcation per year - work from an approved country
- Take the opportunity to purchase up to four weeks additional annual leave per year
- Learn from the best and upskill with PEXA Academy certifications and grow your career
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service transformationservice designUXjourney mappingservice blueprintingprocess improvementdata analysissolution designproductivity initiativesefficiency improvement
Soft skills
collaborationstrategic alignmentcommercial alignmentinfluencingproblem-solvingcommunicationstakeholder managementinsight gatheringprioritizationteamwork