Customer Experience & Service Improvement Manager (B2B)

Intellihub Group; City of Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

Intellihub is seeking a Customer Experience & Service Improvement Manager (B2B) to drive a better experience for retailer customers by identifying trends, pain points and opportunities across the business.

Working at the intersection of customer experience, service performance and operations, you will partner with teams to translate insights into measurable improvements, lead CX initiatives and coach the Customer Success Manager and Account Coordinator.

Qualifications

• Tertiary qualification in Business, Commerce, Customer Experience or related discipline.
• Experience driving customer experience improvement, service performance and governance initiatives within a complex B2B environment.
• Experience leading teams responsible for customer success, account coordination, reporting, escalations or operational customer engagement.
• Ability to identify systemic issues, interpret service trends and convert customer evidence into prioritised improvement actions.
• Demonstrated judgement in managing escalations, incidents and sensitive customer communications while preserving clear operational accountability.
• Strong commercial awareness and ability to partner effectively with strategic account management teams without assuming account ownership.
• Excellent communication, influencing and cross-functional stakeholder management skills.
• Strong analytical, organisational and follow-through capability, with a customer-focused and continuous improvement mindset.

Responsibilities

• Analyse customer feedback, service performance data, incidents and escalations to identify trends, root causes and improvement opportunities.
• Champion the voice of the customer, ensuring retailer impacts and customer insights inform business priorities and decision-making.
• Lead customer experience and service improvement initiatives that address systemic issues and improve customer outcomes.
• Drive accountability across business teams to progress improvement actions and deliver sustainable solutions.
• Develop and oversee service governance frameworks, reporting and review forums that provide visibility of customer experience performance.
• Partner with operational leaders and Account Managers to identify emerging risks and proactively improve service delivery.
• Translate customer insights into actionable recommendations that improve processes, customer satisfaction and operational effectiveness.
• Lead and develop the Customer Success Manager and Key Account Coordinator to support customer experience objectives across the retailer portfolio.

Skills

Customer experience

Service improvement

Governance

Stakeholder management

Analytical thinking

Communication skills

Cross-functional collaboration

Leadership

Education

Tertiary qualification in Business/Commerce/Customer Experience/Service Management

Job description

Intellihub is committed to simplifying the energy transition – as a leader in smart metering across ANZ and innovator of solar, battery, EV, virtual power plant and home electrification solutions.

With strong leadership supporting you, a career at Intellihub is defined by flexibility, growth and a deeply fulfilling experience. We're changing energy – bring yours.

About the Role

The Customer Experience & Service Improvement Manager (B2B) is responsible for driving a better experience for Intellihub's retailer customers by identifying service trends, customer pain points and opportunities for improvement across the business.

Working at the intersection of customer experience, service performance and operational delivery, this role provides visibility of emerging risks, recurring issues and customer feedback to influence business priorities and drive meaningful change. Rather than managing day-to-day operational activities, the role focuses on identifying root causes, improving processes, strengthening service governance and ensuring customer insights translate into measurable improvements in customer outcomes.

The role acts as the voice of the customer across the organisation, partnering with operational and functional teams to improve service performance, enhance customer satisfaction and support long-term customer success.

Responsibilities

• Analyse customer feedback, service performance data, incidents and escalations to identify trends, root causes and improvement opportunities.
• Champion the voice of the customer, ensuring retailer impacts and customer insights inform business priorities and decision-making.
• Lead customer experience and service improvement initiatives that address systemic issues and improve customer outcomes.
• Drive accountability across business teams to progress improvement actions and deliver sustainable solutions.
• Develop and oversee service governance frameworks, reporting and review forums that provide visibility of customer experience performance.
• Partner with operational leaders and Account Managers to identify emerging risks and proactively improve service delivery.
• Translate customer insights into actionable recommendations that improve processes, customer satisfaction and operational effectiveness.
• Lead and develop the Customer Success Manager and Key Account Coordinator to support customer experience objectives across the retailer portfolio.

How We Measure Success

• Customer trends, risks and recurring issues are identified early and translated into meaningful improvement actions.
• Service improvement initiatives deliver measurable improvements in customer experience and service performance.
• Customer insights are embedded into decision-making and influence business priorities.
• Service governance and reporting provide clear visibility of customer experience performance and improvement opportunities.
• Strong stakeholder engagement and accountability drive sustainable resolution of systemic customer pain points.
• Retailer customer satisfaction and confidence improve through proactive, insight-led service improvements.

Required Skills

• Tertiary qualification in Business, Commerce, Customer Experience, Service Management or a related discipline is preferred.
• Proven experience driving customer experience improvement, service performance and governance initiatives within a complex B2B environment.
• Experience leading teams responsible for customer success, account coordination, reporting, escalations or operational customer engagement.
• Strong ability to identify systemic issues, interpret service trends and convert customer evidence into prioritised improvement actions.
• Demonstrated judgement in managing escalations, incidents and sensitive customer communications while preserving clear operational accountability.
• Strong commercial awareness and ability to partner effectively with strategic account management teams without assuming account ownership.
• Excellent communication, influencing and cross-functional stakeholder management skills.
• Strong analytical, organisational and follow-through capability, with a customer-focused and continuous improvement mindset.

Preferred Skills

• Experience in energy, utilities, technology or another regulated, service-intensive industry is highly desirable.

We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode, we prioritise work-life balance while fostering personal and professional growth.