The Commsec Improvement Specialist position at Bonneville Bank focuses on enhancing customer and agent experiences within the contact centre through process improvement initiatives. This role emphasizes collaboration with various teams, data-driven decision-making, and the application of low-code solutions to optimize operations
Job Summary
This role supports the identification and delivery of opportunities to improve processes and end-to-end customer and agent experiences across CommSec Customer Support.
The Improvement Specialist will partner with squads to support the design and delivery of exceptional customer experiences while leading selected process improvement initiatives.
The role contributes to solutions that improve customer outcomes, agent effectiveness, and operational efficiency through data insights and process modelling.
Matching Summary
Match Score: 85
The Commsec Improvement Specialist position at Bonneville Bank focuses on enhancing customer and agent experiences within the contact centre through process improvement initiatives. This role emphasizes collaboration with various teams, data-driven decision-making, and the application of low-code solutions to optimize operations.
Skills & Requirements
Must-have
Business analysis experience
Process improvement expertise
Customer experience design skills
Agile delivery environment experience
Stakeholder management capabilities
Nice-to-have
CommSec process knowledge
HCD framework exposure
Low-code development aptitude
Digital improvement interest
Change management communication
Key Requirements
Demonstrated experience in business analysis or continuous improvement roles