• Build and design articles within AI driven Contact Centre Knowledge Management System
• Provide key communication to Contact Centre and frontline teams
• Excellent Southbank Location- hybrid working, subsidised in-house café
• Full time position – contract until May 2026

Who are we?

CPA Australia is one of the world's largest accounting bodies with a global membership of more than 175,000 finance, accounting and business professionals over 100 countries across the globe.

Our core services to members include education, training, technical support and advocacy. Employees and members work together with local and international bodies to represent the views and concerns of the profession to governments, regulators, industries, academia and the public.

About the Team

The Member Experience Contact Centre Team is responsible for ensuring the voice of the member is represented in all CPA Australia’s activities. The Team works closely with all other parts of the organisation and has responsibility for member services via omni channel Contact Centre solutions.

The team will take a leading role in driving and supporting transformational change across CPA Australia.

About the Role

Reporting to the Head of Service Delivery, the Knowledge & Communication Lead Contact Centre will be responsible for managing and analysing the effectiveness of all member knowledge content practices within our Global Contact Centre teams and frontline teams. The role is also responsible for global frontline and Contact Centre communications. The role also requires collaboration with key stakeholders across the business to support the delivery of the member experience communication strategy that improve member satisfaction.

Key areas of responsibility include:

• Manage and partner with key stakeholders to obtain information about planned product and service updates to ensure member service employees are informed to enable effective go to market preparation.
• As product owner of CPA Australian’s Contact Centre’s Knowledge Management and Interaction Analytics software this role will produce reporting and insights by reviewing results whilst mitigating risk to the business.
• Write and manage standard operating procedures and knowledge management articles for all Contact Centre and frontline teams.
• Collaborate with business stakeholders to embed an understanding of required timelines to ensure an effective lift of frontline people knowledge capability to effectively service our members
• Manage the development and implementation of change management strategies within Contact Centre OMNI channel frameworks. Create tools and templates that align with organisational objectives.
• Creating and managing detailed impact assessments/PIR’s across Contact Centre’s, planning for stakeholder engagement, communications and establish success metrics
• Manage and facilitate stakeholder feedback sessions and address concerns in collaboration with Head of Service Delivery Contact Centre’s.

About You

• Tertiary qualification in Business Communications or related discipline
• Experience within Contact Centre OMNI channels advantageous
• Proven experience in building and maintaining Knowledge Management Systems (KMS)
• Change Management experience with people, process and systems highly regarded
• Ability to analyse and influence change
• Advanced system ability, VISIO, Excell, Word.
• Ability to communicate effectively and build strong relationships at all levels
• High attention to detail and expert planning skills
• Ability to investigate and develop solutions to operational problems.
• Ability to lead and manage with a genuine passion to help people learn and grow
• Key to success is a great deal of initiative, resourcefulness, and sense of ownership to create memorable experiences

Why we love working here:

• We are a Values led organisation, we Create opportunity, Pursue excellence, Achieve together
• Health and Wellbeing sessions, learning labs, generous reward and recognition program.
• The people, you'll work with like-minded and talented colleagues who aspire to be the best.
• Our members, they are at the heart of everything that we do.
• Hybrid working, spend at least two days a week in the office and choose where you spend the other three.
• Busy, fast paced, and we are passionate about what we do.
• Paid parental, volunteer, study leave, and the ability to purchase additional leave.
• Annual incentive scheme
• Learning & Professional Development opportunities
• We are global, so global mindsets are encouraged.

About Us:

CPA Australia is Australia’s leading professional accounting body and one of the largest in the world. We have more than 175,000 members in over 100 countries and regions. Our core services include education, training, technical support and advocacy. CPA Australia provides thought leadership on local, national and international issues affecting the accounting profession and public interest. We engage with governments, regulators and industries to advocate policies that stimulate sustainable economic growth and have positive business and public outcomes.

We are values-based organisation underpinned by the CPA Australia Way, which is our commitment to each other and a way of working. It is the foundation of our success, experienced and lived by our people, and felt by members.

How do I Apply?

Click Apply Now to submit your application for this opportunity.

To learn more about CPA Australia and other opportunities, please visit our Careers page at https://www.cpaaustralia.com.au/about-cpa-australia/work-with-us/careers