Customer Experience Strategist

First Focus IT

Sydney

Hybrid

AUD 120,000 - 160,000

Full time

5 days ago

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Benefits offered by this job

Hybrid work

High salary

Uprise coaching

Study days

Learning library

Mentoring

Job summary

First Focus is seeking a Customer Experience leader to shape and execute our Super-Green experience across delivery teams. You will turn customer feedback into practical improvements that streamline interactions and improve outcomes.

Reporting to the Chief Experience Officer, you will combine insights with operational data, coach teams, and drive priority actions. The role blends strategy with hands-on guidance to strengthen a customer-first culture.

Qualifications

5+ years in customer experience, customer success, CSAT/VoC programs, or related advocacy roles.
Familiarity with the IT industry or MSP experience is a plus.
Track record of influencing outcomes across delivery teams without formal authority.

Responsibilities

Be the voice of the customer and translate feedback into practical improvements.
Map the customer journey and remove friction points.
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, identifying trends and prioritising improvements.