B2B Customer Experience & Service Improvement Lead

Intellihub Group; City of Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

Intellihub is seeking a Customer Experience & Service Improvement Manager (B2B) to drive a better experience for retailer customers by identifying trends, pain points and opportunities across the business.

Working at the intersection of customer experience, service performance and operations, you will partner with teams to translate insights into measurable improvements, lead CX initiatives and coach the Customer Success Manager and Account Coordinator.

Qualifications

• Tertiary qualification in Business, Commerce, Customer Experience or related discipline.
• Experience driving customer experience improvement, service performance and governance initiatives within a complex B2B environment.
• Experience leading teams responsible for customer success, account coordination, reporting, escalations or operational customer engagement.
• Ability to identify systemic issues, interpret service trends and convert customer evidence into prioritised improvement actions.
• Demonstrated judgement in managing escalations, incidents and sensitive customer communications while preserving clear operational accountability.
• Strong commercial awareness and ability to partner effectively with strategic account management teams without assuming account ownership.
• Excellent communication, influencing and cross-functional stakeholder management skills.
• Strong analytical, organisational and follow-through capability, with a customer-focused and continuous improvement mindset.

Responsibilities

• Analyse customer feedback, service performance data, incidents and escalations to identify trends, root causes and improvement opportunities.
• Champion the voice of the customer, ensuring retailer impacts and customer insights inform business priorities and decision-making.
• Lead customer experience and service improvement initiatives that address systemic issues and improve customer outcomes.
• Drive accountability across business teams to progress improvement actions and deliver sustainable solutions.
• Develop and oversee service governance frameworks, reporting and review forums that provide visibility of customer experience performance.
• Partner with operational leaders and Account Managers to identify emerging risks and proactively improve service delivery.
• Translate customer insights into actionable recommendations that improve processes, customer satisfaction and operational effectiveness.
• Lead and develop the Customer Success Manager and Key Account Coordinator to support customer experience objectives across the retailer portfolio.

Skills

Customer experience

Service improvement

Governance

Stakeholder management

Analytical thinking

Communication skills

Cross-functional collaboration

Leadership

Education

Tertiary qualification in Business/Commerce/Customer Experience/Service Management

Job description

Intellihub is seeking a Customer Experience & Service Improvement Manager (B2B) to drive a better experience for retailer customers by identifying trends, pain points and opportunities across the business.

Working at the intersection of customer experience, service performance and operations, you will partner with teams to translate insights into measurable improvements, lead CX initiatives and coach the Customer Success Manager and Account Coordinator.