At Teachers Health, we're on a journey to continuously improve how we connect, support and engage with our members. We're looking for a Service Optimisation Lead to play a key role in shaping that experience by identifying opportunities, driving smarter ways of working and helping us get the best out of our customer engagement technology.
This is an opportunity for someone who enjoys solving business problems, influencing stakeholders and delivering meaningful improvements. You'll work across multiple teams, partnering with leaders, technology specialists and vendors to ensure our platforms continue to deliver exceptional experiences for both members and employees.
What we have to offer?
We at Teachers Health have a lot to offer,
- Attractive leave benefits
- Hybrid working model (flex your work/life balance)
- Subsidised private health insurance
- Discounts on our products and services
- Generous employee wellbeing program
- Easily accessible by public transport
Who are we?
Teachers Health was created by teachers for teachers over 70 years ago and is the only health fund exclusively for the education community. As a not-for-profit health fund, we exist for our members covering the lives of over 500,000 teachers, education staff & their families.
What will you do? / How will you help?
As our Service Optimisation Lead, you'll be responsible for identifying opportunities to improve the way our member service platforms support the business, our staff and our members.
You'll
- Lead the ongoing optimisation and enhancement of our customer engagement platforms.
- Partner with stakeholders across Sales, Claims, Healthcare and Member Services to understand business needs and deliver practical solutions.
- Drive initiatives that improve member experience, employee experience and operational efficiency.
- Translate business opportunities into clear requirements and work with technical teams to bring them to life.
- Use customer feedback, analytics and performance insights to identify areas for improvement.
- Support the rollout of new features, functionality and platform enhancements.
- Build strong relationships with internal teams and external technology partners.
- Champion continuous improvement and help shape future platform capabilities.
What do you need? /What are we looking for?
We're looking for a curious, proactive and commercially-minded professional who enjoys bringing people, technology and process together to create better outcomes.
You'll Bring
- Experience in Service Optimisation, Product Management, Business Analysis, Customer Experience, Process Consulting, Process Improvement or a related field.
- A track record of delivering technology, systems or process improvement initiatives.
- Strong stakeholder engagement, change management and relationship-building skills.
- The ability to influence, challenge and collaborate with a wide range of stakeholders.
- Excellent analytical and problem-solving skills.
- A continuous improvement mindset and genuine passion for improving customer experiences.
- Experience working in Agile, Lean or project delivery environments.
- The confidence to work autonomously while managing multiple priorities.
- Experience with Genesys Cloud or similar contact centre platforms.
- Experience with Enlighten, NICE, Verint, Salesforce or other customer engagement and workforce optimisation technologies.
This role requires you to be either an Australian Citizen or Permanent Resident
How do I apply?
Click APPLY NOW and send in your updated CV. Please note, as part of our recruitment process candidates may be required to complete video screening and online assessments, and applications will be reviewed and progressed on an ongoing basis, so we encourage you to apply as soon as possible!
Due to the high number of applicants, only shortlisted candidates will be contacted
Teachers Health values diversity and inclusion and encourages applications from people with diverse backgrounds including First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, and people that identify as LGBTQIA+. Applicants can request an adjustment at any stage during the recruitment process by getting in touch with jobs@teachershealth.com.au
