Customer Experience & Insight Lead

Seeing Machines; Australia; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Seeing Machines is seeking a Customer Experience Lead to guide CX, advocate for customers, and develop the analyst role within Guardian Live. You will collaborate with Architecture, Development, QA and Delivery leads to translate customer needs into actionable requirements and drive end-to-end improvements.

You will maintain journey maps, run workshops, and partner with UX/UI, engineering and service delivery to test concepts, validate outcomes, and measure impact on CSAT, NPS and adoption.

Qualifications

• Experience in a Customer Experience, Business Analyst, Product Analyst, Customer Success or Product Operations role within a technology environment.
• Ability to turn customer conversations into structured, actionable insight.
• Experience eliciting and documenting requirements, workflows, user stories and acceptance criteria.
• Strong analytical capability combining qualitative feedback with quantitative data.
• Experience facilitating workshops with diverse stakeholders and working with engineers, architects and QA specialists.
• Experience within Agile software delivery environments.
• SaaS/enterprise software or analytics platform experience is valued.

Responsibilities

• Engage regularly with Guardian Live customers and internal teams to understand needs and opportunities.
• Translate needs into problem statements, user journeys, and requirements.
• Work with architecture, development, QA and delivery leads to assess viable options.
• Maintain customer journey maps and plan structured communications for go-to-market campaigns.
• Validate delivered changes with customers and monitor CX measures such as CSAT and NPS.

Skills

Customer Experience

Business Analyst

Product Analyst

Agile delivery

Workshop facilitation

Stakeholder management

Data analysis

Cross-functional collaboration

Tools

Jira

Confluence

Figma

Analytics platforms

Customer support systems

Job description

Seeing Machines is seeking a Customer Experience Lead to guide CX, advocate for customers, and develop the analyst role within Guardian Live. You will collaborate with Architecture, Development, QA and Delivery leads to translate customer needs into actionable requirements and drive end-to-end improvements.

You will maintain journey maps, run workshops, and partner with UX/UI, engineering and service delivery to test concepts, validate outcomes, and measure impact on CSAT, NPS and adoption.