Head of Customer Experience Enablement

Role Overview

The Head of Customer Experience Enablement will lead a newly established function, creating a centre of excellence that drives customer, operational, and financial performance across the organisation. The role requires a forward-thinking leader who is passionate about transforming customer experience through insight, innovation, and enablement.

What You Will Do

Responsibilities include leading workforce planning and forecasting, establishing a business performance and analytics function, optimising customer experience technologies, and developing benefits realisation frameworks.

Why It Might Be a Fit

The successful candidate will be a leader with extensive experience in workforce planning, analytics, performance, governance, or operational excellence within a complex organisation, with a proven track record of delivering continuous improvement and benefits realisation outcomes.

Requirements

• Extensive leadership experience in workforce planning, analytics, performance, governance or operational excellence within a complex organisation.
• Proven experience establishing and leading enablement, planning or centre of excellence functions.
• Demonstrated success in workforce planning, forecasting and capability development.
• Strong capability in analytics, business intelligence and performance reporting to inform decision-making.
• Experience implementing governance, assurance and performance frameworks.
• Proven track record delivering continuous improvement and benefits realisation outcomes.
• Strong commercial acumen, including business cases, investment analysis and benefits tracking.
• Exceptional stakeholder management and influencing skills, with experience advising senior leaders and executives.
• Proven ability to lead and develop high-performing multidisciplinary teams.

Benefits

• Free onsite parking (subject to availability)
• Gender neutral, 16-week parental leave available from commencement
• Eligible full-time employees may access additional Work Life Balance Days, subject to eligibility criteria
• Free income protection and salary continuance insurance
• Access to corporate health insurance deals with major providers
• Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office