Drive CX Transformation Across Systems, Processes & Culture Our client is seeking a dynamic and influential Transformational Change Manager to help shape the future of customer experience across their Cement business. This critical role blends customer insight, continuous improvement, change leadership, standardisation and technology-driven transformation, and without direct people leadership responsibilities, you will love leading through influence. You will retain accountability for key CX performance metrics, using them to identify opportunities for improvement and working across teams to implement best-in-class processes and technologies. This is a role for someone who can think strategically, act tactically, and influence widely to deliver meaningful, lasting change. Key Responsibilities

• Develop a deep operational understanding: Spend the right amount of time to develop a understanding the different ways the business operates regionally, collaborating with key stakeholders to identify best in class practices systems and processes
• Facilitating customer Journey Mapping/CX, identifying Digitisation (automation) opportunities
• Customer Experience Ownership: Maintain and improve CX KPIs across the Cement business, ensuring consistently high service standards and customer satisfaction.
• Building capabilities & scale for the customer service team through the customer experience framework, establishing and refining standards, hamonising processes & systems
• Optimising the Customer Service operating model to maximise impact & efficiency
• Representing the voice of the customer through insight, engagement & key metric measurement
• Continuous Improvement Leadership: Identify pain points and improvement opportunities using data, customer feedback, and stakeholder insights.
• Technology & Process Transformation: Champion the adoption of best-in-class systems and tools, and lead initiatives to standardise customer-facing processes and platforms across the business. When introducing digital solutions, ensure best practice systems and processes are established at the back end to maximise on the CX and resources
• Change Management: Apply structured change methodologies to guide teams through transitions in systems, processes, and behaviours.
• Root Cause Analysis: Deep dive into issues to identify true root causes and design sustainable, scalable solutions.
• Cross-Functional Influence: Build strong partnerships with Sales, Operations, Logistics, Digital, and Customer Service teams to co-create and implement improvements.
• CX Advocacy & Storytelling: Use storytelling and data to build a compelling case for change, influence stakeholders at all levels, and clearly communicate progress and outcomes.

What You'll Bring

• Strong experience in Customer Experience, Service Design, CX Strategy, or Transformation roles.
• Demonstrated success in leading and implementing change and continuous improvement initiatives, ideally in operational or industrial environments.
• Experience influencing technology and systems changes and driving process standardisation across complex organisations.
• Experience in identifying efficiencies that support the CX through digitisation
• Excellent analytical skills with the ability to interpret data and make evidence-based recommendation and decisions.
• High-impact communicator with proven ability to influence without authority across a wide range of stakeholders.
• Comfortable in fast-paced, hands-on environments with competing priorities.
• Exposure to the building materials, logistics, or manufacturing sector is highly regarded.

So what’s in it for you?

• Rem: $170k - $180k base + Super (neg)
• National scope with meaningful influence across the Cement business
• This is a genuine leadership opportunity - not just a manager, but a change maker
• The opportunity to collaborate with Customer Service Managers and other key stakeholders across the business to share learnings, and where relevant to ensure best in class operations are sustained nationally
• Plenty of headroom to improve and shape the future of customer service
• You will be taking on a newly designed role of a strong and trusted brand, and this is a unique opportunity to build something lasting

Ready to Make Your Mark?
Our client is committed to building a better customer experience through innovation, collaboration, and continuous improvement. As the Transformational Change Manager, you’ll have a unique opportunity to play a key role in shaping the future of their customer operations, delivering tangible value through improved systems, streamlined processes, and a truly customer-first culture.
If you’re driven by action, thrive in a fast moving environment, and know how to lead toward better performance and stronger customer outcomes, we want to hear from you. Make no mistake, our customer is an employer of choice and this role will be in demand. So apply now and let’s talk about what you can bring to this market leading national organisation in growth!. For a confidential discussion, please feel free to call Louisa on 0459 991 061.

Hinchen Resources are a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality and valued service. One that is respectful to all and is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority, next to our commitment to diversity.
Acknowledgement of Country: Hinchen Resources pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elder’s past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.