Customer Experience Lead: Data-Driven Insights

Seeing Machines

City of Melbourne

On-site

AUD 120,000 - 160,000

Full time

36 hours ago

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Job summary

Seeing Machines is seeking a Customer Experience Lead to guide CX, advocacy and the development of the analyst. This role sits within the Guardian Live program, coordinating Architecture, Development, Customer Experience and QA/Delivery to align evidence with strategic priorities.

You will engage customers, translate needs into actionable requirements, and work closely with engineers and QA teams to deliver improvements across onboarding, monitoring and reporting for fleets and drivers.

Qualifications

Experience in a Customer Experience, Business Analyst, Product Analyst, Customer Success or Product Operations role within a technology environment.
Demonstrated ability to turn customer conversations and loosely defined needs 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 across business, customer and technical stakeholders, and working with engineers, architects and QA specialists.
Experience working within Agile software delivery environments.
SaaS, enterprise software, fleet technology, IoT or analytics platform experience highly regarded.
Familiarity with Jira, Confluence, Figma, analytics platforms or customer support systems; journey mapping, personas or human-centred design methods desirable.
Basic understanding of APIs, web and mobile applications, data platforms and cloud technologies is advantageous.

Responsibilities

Engage regularly with Guardian Live customers and internal teams to understand needs, challenges and opportunities.
Conduct interviews, workshops, observation sessions and surveys across workflows and fleets.
Distinguish individual requests from broader customer needs and assess impact and scale.
Build relationships with customer-facing teams so insights are captured continuously.
Analyse qualitative and quantitative evidence to identify themes, trends and root causes.
Maintain structured insight records tracing evidence to outcomes.
Translate customer needs into problem statements, user journeys and requirements.
Work with Architecture, Development and QA to understand feasible options.
Maintain customer journey maps and plan structured communications for new features.
Validate delivered changes with customers and monitor CX measures like CSAT and NPS.