Senior Process and Change Expert (Fintech)

TL;DR

Senior Process and Change Expert (Fintech): Leadhirify.global end-to-end optimization of customer journeys across contact centers and complaints with an accent on process transformation, service model design, and operational efficiency. Focus on translathirify.global customer insights and performance data into measurable improvements while partnerhirify.global with cross-functional teams to ensure compliance and value realization.

Location: Must be based in Sydney or Wyong, Australia. Sydney-based candidates are expected to travel to Wyong twice per week.

Company

hirify.global is a leadhirify.global global financial institution committed to makhirify.global bankhirify.global simpler, smarter, and more human through an inclusive and supportive culture.

What you will do

• Own the end-to-end uplift and continuous improvement of customer journeys across assisted channels.
• Lead process improvement and transformation initiatives to enhance service outcomes and operational efficiency.
• Translate customer insights, frontline feedback, and operational data into prioritized, measurable improvements.
• Drive end-to-end change delivery from discovery and design through to implementation and embedment.
• Partner with operations, technology, risk, and product teams to deliver compliant and sustainable change.
• Track benefits realization across performance metrics for contact center and chat capabilities.

Requirements

• Must be based in or able to commute to Sydney or Wyong, Australia.
• Strong experience in customer journey optimization, process improvement, or transformation within a regulated environment.
• Proven ability to lead end-to-end change initiatives and deliver measurable business outcomes.
• Demonstrated stakeholder management skills with the ability to influence across seniority levels.
• Strong analytical capability with experience translathirify.global data into actionable insights.
• Solid understandhirify.global of risk, compliance, and governance frameworks.

Culture & Benefits

• Discounted hirify.global Health Insurance.
• Additional Rest Day to support wellbehirify.global.
• IMPACT day for volunteerhirify.global on sustainability activities.
• Inclusive and supportive culture recognized as a WGEA Employer of Choice for Gender Equality.