Director

Role overview

This senior leadership position in Sydney is focused on driving large-scale transformation across contact centres and customer experience. The successful candidate will shape the CX vision, set the transformation direction, and ensure the work translates into clear commercial and customer outcomes.

The role calls for an executive-level advisor who can work closely with senior stakeholders to redesign customer engagement models, modernise service operations, and build customer-first ways of working across people, process, and technology. Digital tools, artificial intelligence, and analytics will be important enablers in delivering the required change.

Primary focus areas

• Setting customer experience strategy, building transformation roadmaps, and defining business value
• Leading end-to-end contact centre modernisation, including omnichannel, cloud, automation, and AI capabilities
• Improving customer journeys and overall experience performance
• Providing executive advice and partnering with senior stakeholders

What the role requires

• Deep experience delivering major CX and contact centre transformation programmes
• Strong capability in CX strategy, value realisation, and operating model change
• Demonstrated ability to influence C-suite leaders and secure enterprise-wide adoption