CommSec is Australia's leading online retail stockbroker, providing customers with access to live prices, price charts and portfolio watch lists, and the ability to buy and sell shares online. As a market‐leading business, CommSec continues to provide a high level of customer service to complement our products and services. Our contact centre, based at Darling Harbour, plays a critical role in supporting CommSec customers with their investment needs. This role sits within the Contact Centre Centre of Excellence (COE) and works closely with frontline teams, Workforce Optimisation COE and CCaaS delivery squads to support experience design, continuous improvement and operational optimisation.
Do work that matters
This role supports the identification and delivery of opportunities to improve processes and end‐to‐end customer and agent experiences across CommSec Customer Support.
The Improvement Specialist will partner with squads to support the design and delivery of exceptional customer experiences, while also leading selected process improvement and optimisation initiatives from diagnosis through to implementation. The role develops a strong understanding of operational metrics, maps current and future state experiences, and contributes to solutions that improve customer outcomes, agent effectiveness and operational efficiency.
As our operating environment continues to evolve, the role will also support the development & practical application of low‐code solutions within the contact centre.
On any given day you will
* Support delivery squads by providing contact centre SME input into customer and agent experience design, process design and solution development.
* Lead defined process improvement or optimisation initiatives, including problem definition, current and future state mapping, and implementation support.
* Conduct diagnostics and reviews to identify improvement opportunities and prioritise them based on customer, operational and risk impacts.
* Use data, insights and process modelling to support decision‐making and solve business outcome problems.
* Support the build & implementation of low‐code and digital initiatives in partnership with CCaaS and Workforce Optimisation teams.
* For projects you are leading, develop clear and engaging communication and training materials to support frontline contact centre agents through change.
We're Interested In Hearing From People Who Have
* Demonstrated experience in business analysis, process improvement or continuous improvement roles.
* Exposure to customer experience and/or process improvement in operational environments.
* The ability to work collaboratively with squads and stakeholders while also taking ownership for the delivery of defined pieces of work.
* Strong communication, influencing and stakeholder management skills.
* Critical thinking skills and a willingness to challenge the status quo.
* An interest in digital improvement, with the aptitude and willingness to learn and apply new tools in a practical business context.
* An Agile mindset, with experience working in Agile delivery environments, participating in Agile ceremonies, and adapting quickly to changing priorities
* Experience with CommSec processes (advantageous).
* Relevant improvement or process management qualifications and exposure to HCD frameworks (desirable).
If you\'re already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you\'ll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
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Advertising End Date: 09/05/2026
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