Agentic Transformation Lead

Empower Australia’s Payments Future with Cuscal 

At Cuscal, your skills drive change and make a real impact. Whether you’re supporting our clients’ customers in our Fraud Operations Contact Centre or delivering innovative solutions in Product Delivery, your contribution helps shape the payments industry’s future. 

Join a team that values collaboration, innovation and excellence. With a focus on professional growth and flexibility, Cuscal is where you can thrive. 

Forward with Cuscal. 

We are looking for an Agentic Transformation Lead to join our Product Operations team!  

This exciting and newly created role is responsible for supporting the embedment of the strategic adoption of AI technologies, design and management of Agentic AI agents in the future state Product Operations operating model. 

The role focuses on bridging the technologies into a digital workforce where a team of product operations associates manage Agentic AI Agents. You’ll also work on the design of workflows and agentic AI build and support continuous process improvements, optimising workflows and key business processes to drive the strategic design of the agentic human work system. 

You’ll also make an impact by: 

The role of the Agentic Transformation Lead is to design, implement and drive the optimisation and embedment of AI technologies through: 

• Strategy and implementation support for the creation of a digital workforce design blueprint  
• Analysis of current and future business processes design using change management principles aligned to the product operations goals to drive efficiencies 
• Executing the redesign of manual processes to enhance operational efficiency and productivity through the relevant AI technologies following Proof of Concept (POCs)  
• Supporting project initiatives to leverage both Agentic and Robotics for cost efficiencies in the workflow design using process intelligence technologies 
• Consider the change impacts to human in the loop design principles to ensure risk controls are considered 
• Work with the strategic direction of Cuscal’s enterprise AI strategy, policies and frameworks 
• Ensure adherence to process governance framework within Product Operations
• Assist with the implementation of operational inefficiencies in existing business processes, improving their effectiveness, enhance the workflows, and optimise performance 
• Assist with the analysis, design and working through redesign and reengineering practices using six sigma methodologies to optimise processes to drive efficiency 

What you’ll bring 

You thrive in ambiguity and can solve complex problems. You’ve got excellent communication skills and work productively in a high-pressure environment and are keen to contribute to a dynamic team.

To succeed in this role, you’ll have: 

• Implementation of AI to improve workforce design and processes 
• Exposure to operations, automation, or customer related functions within financial services  
• Strong analytical skills, quickly understanding complex concepts and translating them into actionable insights  
• Relevant experience in project and change management analysis, data performance and or business analysis, process improvement, or data analysis  
• Experience working in Agile, and knowledge of JIRA  
• Understanding of ways of working in scrum 
• Proven experience in people leadership and driving high performing teams 
• Understanding of Cyber security and IT environments 
• Incident management protocols and procedural knowledge (including Business Continuity) 
• Strategic thinking and proficiency in change management of behavioural shifts in the workplace 
• Workplace & IT policies and frameworks 
• Understanding of Microsoft Office Suite, JIRA, Confluence 
• Management of people, and delivery of initiatives using industry frameworks (change management and project delivery) 
• Sound knowledge of business process modelling and workflow documentation

Why Cuscal? 

At Cuscal, you’ll find a strong, successful company that’s reimagining the future. And our team is right there at the heart of it all.   

Here, you’ll deliver or support interesting, ground-breaking work that has real impact - on Australia’s financial services sector and the millions of customers it serves.  

You’ll innovate alongside skilled, smart, connected teams. 

And you’ll build an impressive, fulfilling career that continues to grow.   

You’ll also enjoy a range of benefits, including: 

• Recognition and growth: Celebrate achievements through IGNITE and grow with tailored development opportunities. 
• Wellbeing focus: Access initiatives supporting physical, mental, and financial health, plus discounts via ‘Cuscal Advantage.’ 
• Diversity and inclusion: Join a workplace that values different perspectives and flexible work arrangements. 

Join us and reimagine the future 

Ready to make an impact? Click APPLY to join Cuscal today. 

If you’re excited about this opportunity, we’d love to explore how you can contribute to our vision for the future. Screening and interviews may occur before the job ad closing date, so don’t wait - apply now. 

Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process.  

We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.   

Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms.