Assisted Channels Optmisation Specialist

About Us
At Ubank, we empower the digital generation to achieve financial success. Think of us as your daily money companion, offering a unified view of your finances with smart features and real-time insights. Save more, track spending, and achieve home ownership faster with Ubank.

The Why
This role involves business analysis, process mapping and design, training and continuous improvement approach on various operational platforms to deliver seamless customer experience.

Key Responsibilities

• Configure chat/chatbot/knowledge management solution to optimise the experience for customers and our operations teams
• Training of AI or machine learning chatbot or other models
• Manage a governance process for changes on the chat/chatbot/content management platforms with documentation of changes made
• Manage day-to-day relationship with third party solution providers
• Engage with Marketing, Operations and Product teams on platform changes with strong stakeholder relationship management to ensure changes are delivered on time with quality
• Training of operations staff on technical components of the platforms
• Lead identification of material improvements across people, process and technology following analysis of current state operational performance

Your Experience:

• 4-5 years' demonstrated experience in operations optimisation, digital transformation and business process improvement
• Experience in analysing and process mapping to enhance the operational efficiencies
• Technical know-how of working on delivering change using machine learning, chat support software and customer service platforms
• Experience working with Third party solution providers to deliver a seamless experience
• Strong problem-solving skills and attention to detail
• Ability to work effectively and collaboratively with cross functional teams

Why Ubank?

• Innovation with impact: From meaningful work to amazing benefits, we equip you with the tools and support to drive real change - so your ideas don't just stay ideas, they become impact.
• Collaborative, supportive & fun: We believe innovation is a team sport. It comes from a special kind of culture that's highly collaborative and gives people the support they need to thrive.
• Build something great: Ubank is where ambition meets opportunity. We don't just talk about change - we give you the tools, trust, and support to make it happen.
• Freedom to be yourself: We celebrate individuality and give you the flexibility to work in ways that suit your style. Our hybrid working model lets you balance connection and autonomy.
• Accelerate your Career: With clear paths for career development, your potential won't just be recognised, it'll be accelerated.

We acknowledge the Gadigal of the Eora nation as the Traditional Custodians of our local area.

This Sydney-based permanent role requires Australian or New Zealand citizenship or permanent residency.

We welcome applicants of all backgrounds, and our Talent team is excited to connect with you.

Apply now with your CV and explore this exciting opportunity