Brisbane CX Strategy & Experience Leader

Greyhound Australia Pty; Brisbane; Sur place; AUD 180 000 - 240 000; Plein temps

Résumé du poste

Greyhound Australia Pty is seeking a Head of Customer Experience based in Brisbane to lead the customer experience strategy and run the contact centre, balancing service quality with cost and brand.

Reporting to the Chief Operating Officer, you will drive automation, self-service, and data-driven decisions across pricing, product, network and operations, while guiding a high-performing team through change.

Qualifications

• 10+ years in CX, customer service or contact centre roles, including 5+ in senior leadership
• Track record of delivering CX strategy with measurable commercial results
• Strong commercial acumen, including owning a budget
• Experience leading change, including new technology and service channels
• Transport, travel or high volume booking experience is highly regarded

Responsabilités

• Setting and delivering a CX strategy that lifts satisfaction and commercial results
• Leading the customer service centre and building a capable, high performing team
• Lowering cost to serve with automation and self service, and lifting conversion
• Owning our disruption response so customers hear early and are treated fairly
• Turning customer insight into decisions on pricing, product, network and operations

Connaissances

CX strategy

Leadership

Budget management

Change management

Contact centre leadership

Description du poste

Greyhound Australia Pty is seeking a Head of Customer Experience based in Brisbane to lead the customer experience strategy and run the contact centre, balancing service quality with cost and brand.

Reporting to the Chief Operating Officer, you will drive automation, self-service, and data-driven decisions across pricing, product, network and operations, while guiding a high-performing team through change.