Service Experience Manager

First Focus AU; Sydney; Hybrid; AUD 140,000 - 160,000; Full time

Benefits offered by this job

Salary up to 160,000 AUD + super

Flexible hybrid working

Uprise coaching program

10 paid study days per year

Internal training library

Tesla company car option

Great team culture

Job summary

First Focus AU is seeking a senior, strategic leader to own and evolve our customer experience program across delivery teams. You will fuse customer feedback with operational data to drive easy, fast, consistent and informed experiences for our customers.

You’ll influence priorities without formal authority, coach teams, and shape a cross‑functional CX agenda that aligns with our Super‑Green standard of excellence.

Qualifications

• 5+ years' experience in customer experience, customer success, CSAT/VoC programs, or related role
• Familiarity with IT industry; MSP experience a plus
• Track record of influencing outcomes across delivery teams without formal authority
• Hands-on experience with customer journey mapping and moments of truth
• Ability to translate qualitative and quantitative feedback into a prioritised action plan
• Experience coaching operational or technical teams to improve customer experience
• Strong communication skills translating pain points for both delivery teams and executives
• Builder's mindset; contribute own perspective on running the function

Responsibilities

• Be the voice of the customer and turn feedback into practical improvements across the business
• Map the customer journey to reduce effort and frustration in interactions
• Drive CX initiatives by partnering with delivery teams to improve products, processes and service delivery
• Champion a customer-first culture by influencing leaders and teams to consider customer impact
• Develop CX capability through training, coaching and practical guidance for delivery teams
• Provide CX insights and reporting, identify trends, and recommend improvement priorities

Skills

Customer experience leadership

Customer journey mapping

Influencing outcomes

Coaching & training

Communication skills

Problem solving

Builder mindset

Job description

Whether you are grabbing your first coffee in Sydney, trying to beat Brisbane traffic, or just pretending your inbox is not already judging you, the job is the same. Great customer experience does not happen by accident.

Our customers do not judge us by one ticket, one project or one interaction. They judge us by the overall experience of working with First Focus. We are looking for someone who can turn customer feedback and insight into meaningful improvements that make that experience easier, faster, more consistent and more proactive.

You will lead our customer experience strategy and execution across our delivery teams. You will combine customer feedback with operational data to identify where improving the customer experience will have the biggest impact, ensuring those insights shape decisions, drive continuous improvement and strengthen a customer‑first culture.

We call this a Super‑Green experience, one that is easy, fast, consistent and keeps customers informed every step of the way. This is a cross‑functional role, reporting to the Chief Experience Officer. You will not manage delivery teams directly, but you will have the mandate to influence priorities, hold teams accountable for customer outcomes, and bring your own ideas for how to get there.

Key Responsibilities

• Be the voice of the customer, ensuring feedback and insights are turned into practical improvements across the business
• Map the customer journey, identify where customers experience unnecessary effort or frustration, and improve those interactions
• Drive customer experience initiatives by partnering with delivery teams to improve products, processes and service delivery
• Champion a customer‑first culture by influencing leaders and teams to consider customer impact in everyday decisions, anchored in our Super‑Green standard of easy, fast, consistent and informed
• Develop customer experience capability by delivering training, coaching and practical guidance that helps delivery teams create better customer outcomes
• Provide customer experience insights and reporting, identifying trends, measuring outcomes and recommending priorities for improvement

What We Are Looking For

• 5+ years' experience in customer experience, customer success, CSAT / VoC programs, or a related customer advocacy role
• Familiarity with the IT industry, prior experience working with or for an MSP is a plus
• A track record of influencing outcomes across delivery teams without formal authority. You know how to build buy‑in from frontline teams through to leadership
• Hands‑on experience with customer journey mapping and identifying moments of truth in the customer lifecycle
• Comfort turning qualitative and quantitative customer feedback into a clear, prioritised action plan
• Experience helping operational or technical teams improve the customer experience through coaching, training or practical guidance
• Strong communication skills. Able to translate customer pain points into language that resonates across delivery teams and executives
• A builder's mindset. This role is still taking shape, and we want someone who will bring their own point of view on how to run it, not just execute a fixed playbook

Benefits

• Competitive salary package including up to $160,000 + super + other benefits
• Flexible hybrid working for work‑life balance
• Free access to Uprise, with 1:1 coaching from qualified psychologists or counsellors
• Our Never Stop Growing commitment, including 10 paid study days per year, exam fees paid, and pay rises for certifications (conditions apply)
• Internal training opportunities and a learning library
• FastTrack mentoring
• MAD, our Making A Difference Council for equality, charity and environment
• Tesla company car option (conditions apply)
• Regular social events and a great team culture

Neurodiversity: First Focus welcomes applications from neurodiverse candidates. We recommend and appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

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