Program Lead "Customer & Engage our People'

Summary about this job

Detail information about job Program Lead "Customer & Engage our People'. Terms and conditions vacancy

What's On Offer?

The Program lead is responsible for developing initiatives to improve our customer experience and employee engagement. Reporting to the Transformation Program Director and Executive Program Owners, has the responsibility to;

1. Lead a team improvement professionals to work with key customers and business stakeholders to streamline processes and improve customer experience.
2. Support Program Owner for "Engage our People' establish and deliver initiatives to build leadership capability, business agility and change management.

Key Accountabilities

• Manage the "Customer' Program and "Engage our People' Program
  • Formulate, organize and monitor a portfolio of inter-connected projects / initiatives
  • Lead project teams and other staff.
  • Manage stakeholders, typically senior customer and business leaders
  • Provide reporting on activities to ELT via EPMO
• Drive Customer Success Outcomes
  • Obtain and review "Voice of Customer'. Implement best practices, map customer journey, identify opportunities for listening points and interventions.
  • Develop initiatives focused on customer success across the organization. Increase renewal rates and reduce churn, drive adoption and customer satisfaction.
  • Develop continuous improvement projects to drive Operational Excellence - Lean and Six Sigma that are worked on jointly with customers
  • Onboarding, training, professional services, renewals, customer success management, advocacy, business reviews, workshops
• Work with Engage our people
  • Facilitate and prioritise the key programs and initiatives to achieve the program objectives, leadership capability, business agility and change management
  • Establish, resource and manage the projects and initiatives to achieve desired outcomes
  • Develop key measures for program success

What We Value

• 5+ years' experience managing customer projects/programs of work ideally with transformation programs
• Experience implementing ACFC customer improvement programs
• Previous experience implementing leadership programs
• Good understanding of organisational change processes and experienced with change management methodologies
• Managed high performing teams that successfully deliver the desired program outcomes
• Outstanding leadership and organizational skills.
• Ability to manage influence through persuasion, negotiation, and consensus.
• Passion for revenue and growth
• Strong Analytical skills and process-oriented mindset.
• Exceptional problem solving and communications skills.
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Excellent change management capability
• Agile delivery experience
• Operational Excellence- Business Improvement and Lean / Six Sigma methodology 

Location

Macquarie Park, NSW or Docklands, VIC