Senior Director, Process Redesign (IT Portfolio)
*This will be an initial 24 month fixed term contract opportunity*
At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers
In your role as Senior Director, Process Redesign, you will be accountable for defining and implementing strategies that standardise and improve customers’ experience at Optus across our products and channels. You will ensure the experience meets our CX (Customer Experience) principles - "It Works, It’s Simple, It’s Personal and It’s Exciting" in the most efficient way, deploying AI and automation solutions appropriately to reduce the cost of experience delivery. You are someone who understands the needs of customers at each stage of their journey with Optus, outlining strategies and options to ensure these needs are met in the redesign of underlying processes. You will be transforming journeys, processes, systems and/or culture
The day to day
* Develop and lead the implementation of a comprehensive Process Redesign transformation strategy
* Own the identification, prioritisation and execution of Process Redesign initiatives to streamline processes, eliminate waste and improve operational efficiency in alignment with our strategic focus on Simplification and Reducing Complexity
* Proactively identify, prioritise and implement large scale process improvement opportunities using Lean Six Sigma principles and RPA technologies, whilst establishing robust controls
* Lead a portfolio of process redesign teams and provide process redesign support to our strategic program and establish process performance success measures and targets
* Collaborate with Business Owners and other key stakeholders within the organisation to provide data-driven insights into the As Is processes and define recommendations and run scenario analysis for To Be processes.
* Develop and mentor a high-performing team of Process Redesign transformation professionals, providing coaching, guidance and development opportunities to enhance skills and expertise in Lean, Six Sigma, Automation and general Customer Experience Management
What’s in it for you?
* 3 days in the office, 2 days remote – with flexible hours to suit!
* Competitive leave including 2 additional 'Connected Leave' days
* Own your own growth by accessing an extensive online and facilitator led learning catalogue.
* Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
* Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
* Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!
At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours
For more information on Diversity, Inclusion & Belonging at Optus, please visit