Head of Omnichannel Transformation

MUFG Pension & Market Services is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have over 6500 employees across 4 continents and continue to grow every day. 
 
MUFG Retirement Solutions is the largest business under MUFG Pension and Market Services and we are the leading administrator for super funds in Australia.  Many of our clients are household names. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast-paced environment that enables rapid career growth. 
 
We are a diverse team with employees from various cultural and linguistic backgrounds, and we make sure to celebrate the successes of our clients and our people. 
 

 The Role 

The Head of Omnichannel Transformation will lead the design and delivery of MUFG Retirement Solutions’ enterprise omnichannel strategy, integrating customer‑facing and back‑office operations to deliver seamless, end‑to‑end customer journeys.

This role is accountable for transforming contact centre platforms, CRM, workflow orchestration, and case management capabilities at scale.

Reporting to the Chief Transformation Officer, you will partner closely with Technology, AI & Automation, Operations, and Customer Experience leaders to break down silos, improve service outcomes, and drive operational efficiency across all customer touchpoints.

 **12-month Fixed Term Maternity leave cover

 Key Accountabilities and main responsibilities 
 

Omnichannel Strategy & Integration

• Define and execute the enterprise omnichannel strategy across voice, chat, email, digital self‑service, and back‑office workflows
• Integrate front‑office and back‑office operations to eliminate handoffs and improve customer resolution outcomes
• Establish omnichannel governance, performance metrics, and continuous improvement frameworks

Contact Centre Platforms & CRM

• Lead the selection, implementation, and optimisation of contact centre and agent desktop platforms
• Oversee CRM strategy and evolution to enable unified customer views and personalised interactions
• Drive channel optimisation while maintaining consistent omnichannel experience standards

Workflow Orchestration

• Lead workflow orchestration and case management initiatives
• Ensure end‑to‑end process integration from customer interaction through to fulfilment and resolution
• Direct and support senior transformation leads responsible for workflow and process design

Technology Partnership & Delivery

• Partner with Technology and AI teams to ensure scalable, secure, and high‑performing platforms
• Manage vendor relationships and evaluate emerging technologies to enhance omnichannel capability
• Own delivery roadmaps, benefits realisation, and stakeholder engagement across transformation initiatives

People Leadership

• Provide strategic leadership to cross‑functional and transformation teams
• Build a high‑performance, collaborative culture focused on customer outcomes and continuous improvement

Experience & Personal Attributes 
 

• Extensive experience leading omnichannel transformation, contact centre modernisation, or customer operations at enterprise scale 
• Deep technical expertise across contact centre platforms, CRM systems, workflow orchestration, and case management solutions 
• Proven delivery of operational transformation programs 
• Strong understanding of front‑office to back‑office integration and customer journey orchestration 
• Demonstrated people leadership experience, including managing senior transformation leaders 
• Highly effective stakeholder management skills, with the ability to influence across Technology, Operations, and Business leadership 
• Data‑driven mindset with strong analytical, problem‑solving, and decision‑making capability 
• Experience within financial services, superannuation, or regulated environments highly regarded

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Some of our Employment Benefits 

• FlexiWorks – enabling our employees to work in the office and at home 
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave 
• Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.  
• Talent Referral Program 
• Salary Sacrificing via Superannuation 
• Employee Assistance Program 
• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance supportv 
• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft! 
• Novated Car Leasing 

Culture at MUFG Pension & Market Services 
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. 
 
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities. 
 
 
How to apply 

 
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. 
 
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment. 

Background Checks 

Please note that all successful applicants are required to undergo background checks that include Police Checks and Work History Verification.