Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives by turning the imaginable to reality. Datacom enable our customers, communities and countries to thrive and shape their own futures.

About the Role (your why)  

The Experience Manager is a pivotal role responsible for orchestrating the delivery and continuous enhancement of customer and employee experiences. This role acts as a strategic liaison between customers, business leaders, and internal teams, ensuring that customer insights are translated into actionable strategies that drive service excellence and business growth.

Our offices are based in Melbourne, Canberra and Adelaide - We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. This is a Hybrid role where you will be in the office 2 to 3 times per week.

Please note that to be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline or NV1 security clearance.

What you’ll do   

As the Experience Manager, your responsibilities will include, but not be limited to:

• Develop and implement comprehensive strategies for customer and employee experience, ensuring they contribute to the organisation’s growth and customer satisfaction
• Act as a bridge between customers and business leaders to ensure customer perspectives are integrated into business decisions, leading to enhanced product and service delivery
• Direct the Program of Work, including key initiatives and transformation projects, while focusing on critical success metrics such as service optimisation, cost reduction, and quality improvement
• Lead the adoption of new processes and technologies, facilitating large-scale digital transformations to enhance operational efficiency and customer satisfaction
• Provide executive-level insights to influence strategic decisions and drive service improvements, ensuring alignment with our vision and goals
• Oversee knowledge management and Shift Left strategies, promoting a culture of knowledge sharing and proactive problem-solving
• Engage with senior stakeholders across functions to support the rollout of new products, features, and services, ensuring a seamless customer and employee experience.
• Implementing a principle-driven health and safety culture that cares for employees and ensures their safety in line with Datacom policy.
• Taking reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others. Reporting all incidents, hazards, or unsafe work practices as per Datacom policy.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs. 

What you’ll bring  

• Strong knowledge of business strategy, sales, and customer experience principles in a Service Desk environment
• Strong business acumen with the ability to deep dive into data to find root cause issues and find solutions that improve the Customer Experience.
• Previous experience as an Experience in Chief Experience Officer or General Manager – Customer Experience or similar role driving the large-scale transformation (200+ seats) in a geographically diverse environment
• Ability to follow processes and operational policies in selecting methods and techniques for obtaining solutions
• Ability to run executive meetings and presentations internally and externally. You will also need to negotiate with cross-functional teams to deliver on projects that will improve the Customer Experience.
• High-level strategic thinking and problem-solving skills
• Ability to communicate technical concepts and align them with client business goals and objectives
• Ability to work in large, collaborative teams and gain the cooperation of others
• Excellent customer relationship-building and management skills
• Excellent attention to detail

Why join us here at Datacom? 

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. 

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. 

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. 

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

#LI-Hybrid

Paper Giant is a strategic design consultancy that helps organisations deliver better products, services and policies. 

We believe that better products, services and policies are those that lead to a more just, equal and sustainable society. Our goal is to help organisations create positive impact through work that considers the perspectives and lived experience of the people it affects.

We have offices in Naarm / Melbourne and on Ngunnawal country / Canberra and we strive to create flexibility to support you to do your best work wherever you are. We welcome people from diverse backgrounds and life experiences, and are an equal opportunity employer. If you're not sure you meet all the criteria, we absolutely encourage you to apply.

Who we are looking for...

We’re looking for a Senior Project Manager, who will be responsible for the day-to-day management of strategic design projects for clients in the government, not-for-profit, and private sectors. You will contribute to successful and profitable project outcomes, whilst ensuring client satisfaction and a positive working environment for our teams. 

You should have strong stakeholder management and negotiation skills and be a confident and influential communicator. Knowledge and experience of applying a variety of project management methodologies on complex, medium-to-large scale projects is essential. 

What you will do:

Practice and craft

• Ensure the successful delivery of complex research and design projects by managing resources to deliver to the agreed scope, budget and timeline
• Effectively and consistently communicate the project vision, objectives, risk, issues and status to clients, stakeholders and Paper Giant
• Educate clients and teams in various project management methodologies and draw on experience to optimise the project approach
• Work with the project team to define milestones and roadmaps for given projects and translate them into feasible and viable plans and requirements
• Schedule and communicate important events including internal project kick-off meetings, as well as client kick-off, showcases, and project retrospectives
• Lead project research operations, including recruitment of research participants and workshop support
• Ensure all projects are delivered to our high level of quality
• Proactively identify and communicate emerging client, team, project scope, or practice issues

Governance

• Demonstrate high levels of commercial acumen and seek to understand business priorities as a basis for decision making
• Interpret contracts and provide feedback to the business on potential risks
• Ensure effective project governance activities are implemented and adhered to, including project communication, risk mitigation, and scope definition activities
• Manage changes to scope thoroughly and in accordance with the contract 
• Ensure visibility and consistency of project information through setup and maintenance of projects in our online systems, including Google Drive, Harvest, Slack and Forecast

Managing client relationships

• Develop meaningful relationships with clients and stakeholders of all levels, and confidently facilitate discussions to negotiate scope, trade-offs, risk and budget  
• Lead presentations to small and large groups confidently and convey ideas and information in a clear and interesting way
• Generate leads or nurture new business opportunities with input of business leaders
• Consider what value we provide to clients and tailor the project approach to deliver client value and successful outcomes 
• Encourage clients to work with us again by providing an excellent client experience

Ethics, purpose and care

• Be comfortable with the ambiguity of working in a trans-disciplinary way, be positive and willing to try new things to support your teammates
• Work to create an environment in which everybody's voices can be heard
• Create opportunities to contribute to the studio practice and culture

Essential skills and experience

• Minimum 3 years experience working in an agency or consulting environment in a Delivery Manager, Project Manager or Producer role;
• Experience leading complex projects and managing budgets in excess of $200k;
• Experience using a variety of project management methodologies and are able draw on this knowledge to recommend the best approach for your project and client;
• Familiar with online collaboration tools such as Miro and Slack and know how to use them as part of your working process;
• Can give thoughtful, constructive, actionable critical feedback;
• Have a learning mindset and will seek to understand strategic design practices and methodologies;
• Experience working in an agency or consulting environment;
• Fluent in written and spoken English; and
• Full and current working rights for Australia.

Favourable skills and experience

• Familiar with government procurement and can create detailed governance documentation that meets requirements;
• Can interpret contract clauses and provide feedback to the business on potential risks; and
• Familiar with human-centred design methodologies and mindsets.

Your application

Please supply a resume and answer the following questions:

• Why do you want to work at Paper Giant?
• What’s the most challenging project you’ve worked on in the past two years?
• What’s your ideal project, and what would your role be on it?

We welcome international applicants with Australian work rights. Flexible, part-time and remote working arrangements will be considered.

Remuneration

The salary range for this role is between $100,000 - $120,000, depending on your experience.

What’s it like to work at Paper Giant?

Working at Paper Giant means working as part of a passionate and supportive team of design, research and operations practitioners.

We work together on projects and the company, and our culture is one of generosity, sharing, inventiveness and openness.

We offer flexible work hours, a generous professional development allowance, and support volunteering and learning opportunities for all our staff.

We work on diverse, complex, interesting and challenging projects, and are passionate about using design to solve complex problems at all scales.

We welcome people from diverse backgrounds and life experiences, and are an equal opportunity employer.

We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds, mature age workers and lesbian, gay, bisexual, transgender and intersex (LGBTIQA+) people.