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Employment Type:
Full time
Job Category:
Customer Service
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Customer Experience Black Belt
Singtel | South Base, Georgia
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Job Description

Optus is no longer just a traditional telco, we’ve transformed in to a mobile-led multimedia company that delivers content and experiences like no other. Customer Experience is a top priority for us here at Optus. 


About the team


The Customer Experience team is responsible for designing, measuring and improving customer experience, ensuring translation of the Optus Brand promise into all products & customer touch points and driving a customer centric culture. The team acts as the key transformation interface across front line and business functions to drive significant improvements in customer experience.


The primary accountabilities of the Customer Experience Black Belt is to work closely with the business and identify key areas for improvement that drive an increase in customer experience and are aligned to both the company and business units' strategic goals. Using creative thinking, consulting, process improvement and problem solving skills you will help size, scope and recommend key areas for improvement ensuring that from a commercial aspect the benefits are realistic. 


You will play a key role in understanding needs of customers across any segment or life-stage, outlining options to ensure these needs are met in design of any product proposition and finally ensuring the go to market proposition ensures execution. Execution could involve transforming processes, systems and / or culture and may also involve embedding the required infrastructure to achieve end state. Success will be measured via NPS across the all Consumer Home product sets.


The objective of the CE Black Belt role is to work with the business and other members of the CE team in delivering outcomes, utilising Customer Centred Design principles, Lean Six Sigma, Organisational change methodologies, and core consultation and facilitation skills.


Key characteristics of this role include:


  • Managing sponsors and stakeholders across different areas of the business; 
  • Performing and directing analysis of business performance; 
  • Provide advice on product and process design initiatives across the business; 
  • Identifying, scoping and assessing opportunities for improvement; & 
  • Driving approval and implementation of initiatives. 


    What makes you perfect for the role?

    Our ideal candidate is a Certified Black Belt with extensive experience in business operations, leading large change projects within Strategy/ Consulting or large customer centric service organisations or similar dynamic and matrix environment


  • You will have demonstrated success in driving financial results employing your  technical mastery of process improvement methodologies specifically Six Sigma and Lean tools  including DMAIC and DFSS and Customer Centred Design principles
  • With communication skills second to none, you will have the ability influence a wide variety of  stakeholders.
  • Proven ability to driving large change projects with multiple stakeholders using formal methods; 
  • Direct experience in using consulting and diagnostic techniques to understand business issues and make recommendations for improvement
  • Demonstrates success in the delivery of projects that enhance the Customer Experience. 



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