Senior Manager, Customer Experience and Digital Strategy

Melbourne, Australia
28 Nov 2017
End of advertisement period
10 Dec 2017
Contract Type
Full Time
  • Lead transformative change
  • Design a digitally powered customer centric environment
  • Attractive package on offer

The Organisation

RMIT is a global university of technology, design and enterprise that exists to create transformative experiences for our students, getting them ready for life and work, and to help shape the world with research, innovation, teaching and engagement. We are driven by impact and focused on the challenges and opportunities emerging around us.

To bring to life RMIT's strategy the Global Marketing & Student Recruitment team are changing, putting the student at the centre of everything we do, creating a differentiated brand proposition, developing integrated deep insights for all of our global students, and cultivating a differentiated and relevant service experience for those segments.

The Role and Your Responsibilities

The Senior Manager Customer Experience and Digital Strategy is responsible for leading a transformation process to design a digitally powered customer centric and lean design and process approach across RMIT University.

Leading a small team the Senior Manager is responsible for the development of a University wide customer experience and digital strategy. Working in collaboration with business units to lead service improvements, capability and cost reductions, drive innovation, design thinking and improve student and industry experiences with a specific focus on digital experiences.

The Senior Manager Customer Experience and Digital Strategy will lead service design projects that address customer needs and promote advocacy

Key to this position will be the requirement to build strong relationships with other business units to enable the achievement of cross-functional solutions.

About you

This key leadership role will require a proven track record in leading customer experience, design thinking and lean practices across a complex organisation. With a strong customer centric and service delivery focus, you will have the ability to build capability in others focused on process and service design. With demonstrated experience in implementing and leading cultural change, whilst delivering against organisational goals you will be able to deliver financial uplift through business and process simplification. You will have excellent communication skills and demonstrated passion for delivering creative and impactful customer experiences. A degree and a postgraduate qualification in a relevant discipline and with significant relevant professional experience at a similar level are essential.

About us

  • As a leading global education provider with a strong vision we create opportunities for talented people.
  • We are passionate about delivering a unique student experience to prepare people for the 21st Century world of work and recognise that this only achievable by creating a supportive and inspiring place to work.
  • We offer our staff a range of lifestyle benefits and a culture that encourages professional development and career advancement.
  • We embrace diversity, promote ethical and respectful engagement, and encourage an environment which recognises and supports you.

To apply

For further information please visit our website at and search using job ref 559124.

Applications close on Sunday 10th December.

Applicants are requested to separately address the key selection criteria as outlined in the Position Description.

RMIT is committed to being a Child Safe organisation and is an equal opportunity employer. Applications are encouraged from all sectors of the community. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.