Have you led a contact centre transformation in banking and are now ready to shape the future of digital customer engagement at scale?

IT STARTS HERE. WITH BENDIGO BANK… AND YOU.

Bendigo Bank is seeking a bold, strategic, and digitally fluent leader to spearhead our exciting transition to a modern, multi-channel customer engagement model. This is a career defining opportunity to lead the strategic shift from traditional phone systems to a streamlined digital approach powered by automation and AI.
In this high-impact role, you’ll own the roadmap for Amazon Connect and other customer interaction technologies, lead enterprise-wide innovation across all contact channels, and guide a team of specialists to deliver smarter, faster, and more human-centred service.
If you’re passionate about customer-led innovation, thrive in transformation environments, and want to make a real impact at one of Australia’s most trusted banks, this is your opportunity to lead change at scale.

KEY RESPONSIBILITIES:

• Developing and implementing a forward-thinking contact centre strategy, including messaging strategy and target operating model.
• Successfully leading the business side of adoption and optimisation of Amazon Connect, a powerful tool for enhancing customer interactions.
• Managing and mentoring a high-performing team, driving improvements in customer experience and operational efficiency.
• Ensuring ongoing compliance and regulatory adherence.
• Collaborating effectively with stakeholders across the bank to achieve shared goals.

TO SUCCEED IN THIS ROLE, WE’D LOVE YOU TO HAVE:

• A proven track record of leading large-scale contact centre transformations, ideally within banking or a regulated environment, with strong knowledge base in shifting from traditional telephony to AI-enabled, digital-first customer engagement.
• Expertise in contact technologies and enterprise platforms such as Amazon Connect, conversational AI, and self-service solutions—along with a sharp eye for leveraging data, automation, and innovation to drive measurable customer and business outcomes.
• Exceptional leadership and stakeholder management skills, with the ability to inspire cross-functional teams, influence senior executives, and confidently navigate complex change in a fast-moving environment.
  We offer flexible work options with a hybrid model of minimum 60% on site attendance, ideally in Melbourne or Adelaide.
  This is a Permanent, Full-time position based at any of our head office locations.