Customer Experience Lead

RAA; Adelaide; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Free RAA premium road service

RAA Rewards Program

Discounts on all RAA products

Flexible work arrangements

Ongoing Training & Development and a 0

Job summary

RAA is seeking a CX Lead based in Adelaide CBD to drive exceptional customer experiences. You will transform insights into action, lead cross-functional initiatives and elevate customer journeys across channels.

You’ll translate data into compelling narratives, engage stakeholders, and coach teams to deliver on a whole-of-relationship approach while contributing to planning and budgeting. A strong analytics mindset and regional market knowledge are valued.

Qualifications

• Proven experience in customer experience roles in fast-paced environments.
• Familiarity with NPS, satisfaction metrics and research methods.
• Understanding of CX principles and emerging trends.
• Ability to translate data into compelling narratives.
• Strong communication and stakeholder engagement skills.
• High emotional intelligence and ability to collaborate across teams.
• Self-motivation with a results-driven approach.
• Understanding of membership models and the SA market (advantageous).

Responsibilities

• Design and deliver customer experience strategies aligned with RAA's goals.
• Translate customer insights into actionable initiatives that drive satisfaction and loyalty.
• Champion a whole-of-relationship view across journeys, channels, and units.
• Analyze data using Qualtrics, Tableau and Power BI to uncover trends.
• Bring the customer voice to life through storytelling, activations and coaching.
• Oversee the employee ‘idea box’ channel—from opportunity to execution and engagement.

Skills

Strategic thinking

Stakeholder engagement

Analytical mindset

Communication skills

Emotional intelligence

Independent working

Education

Tertiary qualification in Business/Marketing/Psychology/Communications

Tools

Qualtrics

Tableau

Power BI

Job description

Full-time permanent position based in Adelaide CBD

Join a tight-knit team with a fun, inclusive and supportive culture

The Role

Are you passionate about creating exceptional customer experiences? Do you thrive on turning insights into action and leading change that truly matters? As our CX Lead, reporting to the Manager Member Experience, you’ll be at the forefront of transforming how we connect with our customers.

At RAA, we’re proudly customer obsessed. This role exists to drive meaningful change in how our customers engage with us – improving satisfaction, eliminating friction and building long-term relationships. Your mission is to ensure every interaction reflects our commitment to excellence. You will:

• Design and deliver customer experience strategies that align with RAA’s strategic goals
• Translate customer insights into actionable initiatives that drive satisfaction and loyalty
• Champion a whole-of-relationship view, connecting journeys across channels and business units
• Analyse data using platforms such as Qualtrics, Tableau and Power BI to uncover trends and opportunities
• Bring the customer voice to life through storytelling, activations and coaching across the organisation
• Oversee the employee ‘idea box’ channel – from opportunity through to execution and engagement – to elevate our customer experiences
• Contribute to planning and budgeting, ensuring experience initiatives are aligned and impactful

About You

We’re looking for someone who combines strategic thinking with a passion for people. You’ll bring:

• Tertiary qualification in Business, Marketing, Psychology, Communications, or equivalent experience
• Proven experience in customer experience roles, ideally in a fast-paced, customer-centric environment
• Familiarity with NPS, satisfaction metrics and research methodologies
• Strong understanding of customer experience principles and emerging trends
• An analytical mindset, with the ability to translate data into compelling narratives
• Excellent communication and stakeholder engagement skills
• High emotional intelligence and the ability to influence and collaborate across teams
• Self-motivation and the ability to work independently with a results-driven approach
• Understanding of membership models and the South Australian market (advantageous)

About us

Established in 1903, RAA has grown up alongside South Australia - and for more than 120 years, the community has trusted us to have their back. Known for our iconic road service and insurance, we now support over 840,000 members across travel, solar and battery solutions, EV charging and more. And we don’t just deliver services, we stand up for what matters, advocating for safety, wellbeing and a stronger future for our state.

Our purpose is simple: be better for our members and better for our community. Guided by our values — Member Obsessed, Doing the Right Thing, Delivering Together and Courageously Challenging. We’re one of SA’s most trusted brands and largest employers. We’re on a mission to be the #1 employer of choice, creating an inclusive, supportive workplace where our people feel empowered to make a real difference, every day.

Benefits

We believe in rewarding our people for the work they do. As part of the RAA team, you'll enjoy:

• Free RAA premium road service
• Access to our RAA Rewards Program
• Generous discounts on all RAA products
• Flexible work arrangements
• Ongoing Training & Development opportunities and a Study Support Program
• Wellbeing facilities and Corporate Health Insurance Plan

You’ll need to provide evidence of your eligibility to work in Australia and we’ll also need you to undertake a police check before you can work with us at RAA.

We’re committed to a diverse, inclusive workplace where everyone is valued for their unique contributions. We welcome applications from people of all ages and backgrounds, including people living with disability, First Nations Peoples, LGBTIQA+ community members, and people from culturally diverse backgrounds.