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Digital Contact Centre Analyst/Product Owner - Client Engagement

Melbourne, Sydney

As someone with passion, curiosity, and enthusiasm, you will drive change and have a strong desire to learn.

You will develop a clear, compelling vision and roadmap for the future digital contact centre, that will be used to lead the team and align your stakeholders on the business benefits. In addition, you will work to ensure that the backlog is visible, transparent, and features and stories are prioritised to maximise customer and business value.

To be successful in this role, you will bring experience of contact centre digitisation, and bring a learning mindset to developing our conversational AI strategy, and IVR journeys. You will have strong problem solving and analytical skills, good relationship building and communication skills, and an agile design-led approach.

You will play a key role in the co-ordination of stakeholder forums including workshops, and stand-ups. You will also be responsible for preparing and maintaining key transformation communication channels, roadmaps and stakeholder briefings.

Using a human-centred design approach, you will devise a backlog of experiments to break down the big problems.

Working collaboratively with representatives from teams across the BFS ecosystem: digital platforms, Salesforce, telephony platforms, Marketing, Data & Analytics, the Contact Centre, Client Care and Operations, you will gather, analyse and report data in support of defining, prioritising and tracking transformation activities.

As someone with passion and enthusiasm, you will drive change and have a curiosity to learn. You will use your experience working within projects and excellent stakeholder management skills to assist in transforming the business. You also excel in problem solving, critical thinking and communication.

Primary responsibilities:

  • Develop a roadmap for contact centre digitisation and future IVR journeys, and the implementation across customer facing teams.
  • Work closely with the Salesforce and digital teams, and Human Centred Design to promote a culture of continuous improvement, data driven decision making and experimentation
  • Prioritise features and stories to maximise customer and business value
  • Champion of exceptional customer experiences, transforming how our clients interact with us.
  • Champion of employee user experience and transforming the tools that employees use to service clients

About Banking and Financial Services

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. 

Our commitment to Diversity, Equity and Inclusion 

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

About Macquarie

A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 18,000+ employees and offices in 33 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

Find out more at

Job no: BFS-965732
Work type: Permanent - Full time
Location: Melbourne, Sydney
Category: Senior, Mid-senior, Mid-level, Technology, Projects, Improvements & Change, Strategy & Change
Group: Banking and Financial Services
Division: Product & Technology
Recruiter: Chelsea Hollins
Opening Date: