APAC Head of Customer Experience

at; Council of the City of Sydney; Hybrid; AUD 150,000 - 200,000; Full time

Job summary

A leading recruitment and workforce solutions company is seeking a Head of Customer Experience in Sydney or Adelaide. This role, covering parental leave beginning February 2026, involves leading efforts to enhance customer engagement and satisfaction across all touchpoints. The ideal candidate will have a strong background in customer experience management and strategic influence within professional services. You'll drive initiatives to foster a customer-first culture while ensuring brand consistency and enhancing loyalty. Enjoy a flexible working environment and generous benefits.

Benefits

Market-leading tools and technology

Flexible working arrangements

Generous leave entitlements

Well-being rewards

Global career opportunities

Qualifications

• Proven experience in customer experience management and digital/lifecycle marketing within professional services.
• Strong ability to influence senior stakeholders, lead teams and drive cross-functional collaboration.
• Skilled in journey mapping, digital experience optimisation and omnichannel strategies.
• Comfortable with data analysis, martech, AI tools, CRM systems and automation for personalisation and performance optimisation.
• Analytical, detail-oriented, creative problem solver with strong commercial acumen.
• Highly developed communication skills with an understanding of customer behaviour psychology.

Responsibilities

• Drive customer journey mapping, improve digital touchpoints and implement omni-channel communication strategies.
• Own the regional Voice of Customer programme, turning insights into action to boost satisfaction and loyalty.
• Embed customer-centric principles across teams, training and internal communications.
• Leverage CX metrics and customer insights to inform strategies and prioritise high-impact initiatives.
• Expand the CX function across APAC, manage team resourcing and influence senior stakeholders.
• Ensure creative consistency, uphold brand values and monitor customer feedback to protect reputation.

Job description

A leading recruitment and workforce solutions company is seeking a Head of Customer Experience in Sydney or Adelaide. This role, covering parental leave beginning February 2026, involves leading efforts to enhance customer engagement and satisfaction across all touchpoints. The ideal candidate will have a strong background in customer experience management and strategic influence within professional services. You'll drive initiatives to foster a customer-first culture while ensuring brand consistency and enhancing loyalty. Enjoy a flexible working environment and generous benefits.