Help us deliver a better tomorrow
Australia Post is delivering for all Australians. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.
About the opportunity
This is an incredible opportunity to be part of something big at Australia Post. In this role you will be responsible for overseeing and enhancing the customer experience across both delivery and receiving and the digital support journey for our freight customers & receivers. Helping us win in eCommerce by driving greater sender and receiver control, visibility and delivery certainty.
In this position you’ll work across our wide business, ensuring that all systems, processes, platforms and business capabilities support our customers’ experience. Ensuring they are aligned and optimised to deliver a market leading, omni channel customer experience.
What you’ll deliver with us
In this role you’ll connect and digitise the end-to-end customer experience, sure that all interactions are integrated and streamlined. You’ll manage omni-channel interactions and ensure consistency and seamless transitions through first and last mile delivery, ensuring customer help and support needs are met in digital channels.
You’ll oversee the performance of customer experience, considering key metrics, defining OKRs for the section of the customer value chain and act as a champion and thought leader for the cross-journey capabilities. You will prioritise the backlog and continually develop a leading delivery and support experience.
In this role you will bring thought leadership capability to the team, be able to partner more deeply with network operations, retail and customer success. You’ll use these partnerships to drive experience objectives that are aligned to our product and strategy.
You’ll also
- Govern and oversee all changes related to systems, processes and platforms, supporting the customer experience.
- Ensure there is a single backlog for related changes to maintain consistency and efficiency.
- Drive continuous improvements to enhance the customer experience.
- Incorporate governance requirements to strategic planning and execution.
- Develop and implement strategic plans to enhance the customer experience across delivery and support processes.
- Set performance goals across the customer experience team managing delivery and support customer experience capability.
- Foster a culture of innovation and continuous improvement.
- Drive outcomes that support customer centric, and profitable outcomes.
About you
You will have experience developing customer experience strategy, delivering change across systems, processes and platforms.
You’ll also need
- Extensive experience of collaborating with a complex and multi-tiered stakeholder group to realise commercial outcomes.
- Extensive experience delivering CX initiatives in agile delivery models.
- Experience in large, complex organisations providing services.
How we’ll deliver for you
- An opportunity to shape the future of an experience product that millions of Australians use day to day, and to develop the future for a world leading experience for customers of a business that is winning in eCommerce.
- Long term progression opportunities, with over 50% of vacancies filled internally, Australia Post prizes internal progression.
- A competitive salary and benefits package, and a flexible work environment.
We’re delivering together
At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.
We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees.
We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team on ***************@auspost.com.au.