Consultant Gig #1000-Australia, Melbourne Preferred-Senior Customer Consultant-Senior Job Manager to Principal/Partner Level

Project Objectives<\/span><\/b><\/span><\/span>
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1. Unify Customer Service Strategy<\/span>
<\/span> Align four divisions under a cohesive framework, while retaining each<\/span>
<\/span>one's deep subject matter expertise.<\/span>
<\/span>2. Enhance Cross\-Functional Collaboration<\/span>
<\/span> Break down siloed workflows through integrated processes and<\/span>
<\/span>technology solutions.<\/span>
<\/span>3. Improve Customer Experience & Satisfaction<\/span>
<\/span> Deliver consistently high service standards and proactive support at every<\/span>
<\/span>touchpoint.<\/span>
<\/span>4. Establish Performance & Accountability<\/span>
<\/span> Set robust KPIs, SLAs, and reporting mechanisms to track, manage, and<\/span>
<\/span>optimise service outcomes.<\/span>
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<\/span> Project Scope<\/span><\/b>
<\/span>1. Top\-Down Best\-Practice Framework<\/span>
<\/span> Identify overarching principles and standards to guide a unified service<\/span>
<\/span>model.<\/span>
<\/span>2. Bottom\-Up Operational Blueprint<\/span>
<\/span> Detail how each division can adapt to new workflows, organisational<\/span>
<\/span>structures, and technology requirements.<\/span>
<\/span> Provide SOPs and escalation pathways suited for each vertical.<\/span>
<\/span>3. Technology & Tools<\/span>
<\/span> Evaluate current systems (CRM, ticketing, etc.) and recommend<\/span>
<\/span>future\-state enhancements or integrations for better visibility and<\/span>
<\/span>efficiency.<\/span>
<\/span>4. KPIs, SLAs & Reporting<\/span>
<\/span> Define metrics that align with each tier of service and product line.<\/span>
<\/span> Develop dashboard templates and governance structures for continuous<\/span>
<\/span>performance monitoring.<\/span>
<\/span>5. Structured Final Report<\/span>
<\/span> Consolidate all findings, frameworks, and a high\-level implementation<\/span>
<\/span>roadmap (for the in\-house project lead to execute).<\/span>
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<\/span> <\/span>Deliverables<\/span><\/b>
<\/span>1. Discovery Analysis & Gap Assessment<\/span>
<\/span> Map out existing customer service operations, identifying siloed processes<\/span>
<\/span>and missed opportunities.<\/span>
<\/span>2. Top\-Down & Bottom\-Up Recommendations<\/span>
<\/span> A best\-practice framework with specific guidance on team structures,<\/span>
<\/span>reporting lines, technology stack, processes, KPIs, and SLAs.<\/span>
<\/span>3. Performance Measurement Model<\/span>
<\/span> Proposed metrics (e.g., first\-contact resolution, NPS, CSAT) and reporting<\/span>
<\/span>cadence to drive ongoing improvement.<\/span>
<\/span>4. Structured Final Report & Presentation<\/span>
<\/span> Comprehensive documentation of all recommendations.<\/span>
<\/span> Executive\-level presentation ensuring clear understanding and alignment<\/span>
<\/span>across leadership.<\/span><\/span><\/span><\/p>

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Skills and experience required<\/span><\/b><\/span><\/span><\/span><\/span>
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• Deep experience with customer strategy\/operations, digitisation, and migrating from vertical to horizontal models<\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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• Ability to quickly diagnose and assess the current state customer operations and recommend improvements to best practice<\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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• Program transition plan development<\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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• Influencing people, engaging with teams to receive required inputs data from colleagues<\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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• Self\-starter, problem solver - someone who will team well and be productive quickly and both get the outputs delivered on time but also show initiative in asking probing questions.<\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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• High level communication and power\-point skills<\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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  \n Logistics<\/span>
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  Start date:<\/span> <\/span><\/span><\/b><\/span><\/span>ASAP, up to full time<\/span> <\/span><\/span> <\/span><\/b><\/span><\/span>Duration:<\/span> <\/span><\/span><\/b>2+ months initial phase with ability to extend to up to 12 months<\/span><\/span>
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  \n Location:<\/span><\/b> <\/span><\/span><\/span><\/span>Can be based in either Sydney, Melbourne or Brisbane with requirement to travel to all 3 client offices and work a hybrid manner and as required by the project. <\/span> <\/span><\/span>There is a slight preference for Melbourne \/ requirement to spend more time there.<\/span><\/span>