Business Transformation Manager - Client Experience

Who is Audika?

Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs more than 22,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.

In Australia, Audika has over 350 clinics who provide hearing services to our valued clients.  We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.

Business Transformation Manager will be responsible for creating best-in-class customer experience for Audika clients through designing, implementing and streamlining a seamless client journey. This role will collaborate closely with the Clinical Quality Team and cross-functional leaders to leverage data insights and lead change initiatives that deliver meausrable improvements in client experience, satisfaction, loyalty and retention. 

Key responsibilities of the role:

• Strategic Mapping
• Stakeholder Engagement
• Client Journey and Future State Design
• Change Management and Adoption 

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To be successful in this role, you can demonstrate the following experience:

• 5-10 years of progressive experience in business transformation, change management or management consulting
• Proven track record of leading business transformation initiatives across functions with measurable ROI
• Experience developing and executing change management to drive adoption of new processes
• Strong understanding of change management frameworks
• Strong command of data analytics tools and experience translating insights into action
• Demonstrated experience with process mapping, analysis and redesign (eg. Six Sigma/Lean/Agile/Kaizen)
• Demonstrated experience implementing new technologies or business models
• Ability to identify inefficiencies and implement measurable process improvements
• Skilled in working with cross-functional teams, senior leadership and external partners
• Experience influencing and gaining buy-in from key stakeholders at all levels
• Proven ability to deliver projects on time, within scope and budget

Desired Skills and Abilities

• Strong analytical and problem-solving skills
• Excellent communication, presentation and interpersonal skills
• Ability to lead through influence without direct authority
• Expertise in strategic planning and process optimisation
• Proficiency in Microsoft Project, Power BI, Excel or other relevant project and analytics tools
• High emotional intelligence with the ability to work across all levels of a business from understanding processes at a granular level to presenting client experience recommendations to senior leadership
• Strong ability to work autonomously while collaborating effectively with others.
• Passion for continuous improvement, experimentation, and accountability.
• Ability to engage stakeholders and inspire them on the journey to a transformed client experience.
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Qualifications

• University degree in business, finance, management, or a related field
• Master’s degree (MBA) is preferred.
• Process improvement certification is highly desired (Lean, Agile, Kaizen, Six Sigma)