Head of Customer & Process Improvement

Location: Metro or Regional Campus Location (Cremorne, Docklands or Broadmeadows) with travel to other campuses

Role Type: Permanent, Full Time

About us:

At Bendigo Kangan Institute we change lives through the power of education and skills.
BKI brings together Bendigo TAFE, Kangan Institute, VETASSESS and eWorks, to connect people and industries with the transformative power of education and careers.

We deliver future-ready skills, training, and assessment solutions, as well as lifelong learning opportunities. Our vision is to become Australia’s leading skills provider. If you are passionate about joining an agile and forward-thinking organisation that fosters innovation or thrive on being part of an inclusive and united team that puts the customer first, please read on.

About The Role:

As the Head of Customer and Process Improvement, you will lead enterprise-wide efforts to enhance customer experience and operational efficiency. Reporting to the Chief Customer Experience and Technology Officer, this newly created role will see you design and implement service blueprints, drive co-design and stakeholder engagement, and lead continuous improvement initiatives aligned with BKI’s strategic goals. You will establish and lead a small internal consulting team, providing expert guidance and delivery support to business units across Bendigo Kangan TAFE.

This role is ideal for a strategic leader with a passion for customer-centric transformation, process improvement, and service design. You will champion lean and agile methodologies, facilitate cross-functional collaboration, and drive measurable improvements in customer satisfaction and operational performance.

Key Responsibilities

• Lead the development and execution of customer experience strategy and frameworks aligned with BKI’s priorities.
• Build, mentor, and manage an internal consulting team to deliver real experience outcomes for staff and students
• Champion service design, lean, and agile methodologies to streamline workflows and drive measurable operational efficiencies.
• Facilitate cross-functional collaboration and stakeholder engagement to co-design and implement sustainable solutions.
• Partner with ICT and digital teams to integrate enabling technologies, supporting CRM, AI, and digital learning initiatives.
  
  

About You:

You are a collaborative and innovative leader with a proven track record in customer experience, service design, and process improvement. Your ability to engage stakeholders, analyse complex data, and implement effective solutions makes you a trusted advisor and change agent. You thrive in environments where you can drive transformation and deliver measurable outcomes.

You will bring:

• Proven leadership in customer experience, service design, and process improvement
• Strong analytical skills with experience in data-driven decision-making
• Demonstrated ability to lead cross-functional teams and manage complex projects
• Experience in consulting or working with consultants to deliver transformation initiatives (desirable)
• Experience in education, vocational training, or public sector transformation (highly regarded)
• Familiarity with CRM platforms (e.g., Salesforce), AI tools, and digital learning environments (desirable)
• Experience working with Lean, agile and HCD methods (highly desirable).
• Excellent communication, leadership, and change management skills
  
  

We can offer you:

• Attractive work-life balance and flexible work options
• Free onsite parking for most campuses
• Professional development programs
• Fitness Passport Program with exclusive access for you and your family to 230+ locations Australia wide
• Counselling support (EAP) and Health & Wellbeing initiatives throughout the year
• Meaningful work that drives positive social impact  
• The opportunity to build a career in a world leading vocational education and training sector, with diverse and emerging career opportunities across Australia.

Things we will require from you:

• Relevant compliance documents including Working with Children Clearance (WWCC), current police check, certified right to work documentation

Ready to Take the Next Step?

Join a team that values your expertise and empowers you to make a real impact. Apply today and help shape the future of education and innovation at Bendigo Kangan Institute.

If you have any accessibility requirements to participate in the recruitment process, or are experiencing technical difficulties applying for this job please contact careers@kangan.edu.au

Only applications from candidates with valid working rights will be considered. We are a child safe and equal opportunity employer and therefore the successful candidate will be required to hold a current Working with Children check clearance.

Bendigo Kangan Institute acknowledges that their campuses are located on the ancestral lands of the Djaara people of Dja Dja Wurrung, Wurundjeri Peoples of the Kulin Nations, Yorta Yorta Nations and the Gunaikurnai people. The Institute respects their Elders past present and emerging and cultural heritage, and we recognize their continuing connection to land, waters, and culture.

Applications close 21st October 2025

Applications will be assessed continuously - interviews may commence prior to advertised closing date.

NOTE: Bendigo Kangan Institute reserves the right to withdraw this advertised position at any stage.