Customer Experience Strategist - Super-Green CX

First Focus; Brisbane; Hybrid; AUD 144,000 - 176,000; Full time

Benefits offered by this job

Competitive salary up to 160k

Hybrid working

Uprise coaching

Study days

Training opportunities

Mentoring

MAD council

Tesla car option

Social events

Job summary

First Focus in Australia is seeking a strategic CX leader to shape and execute our customer experience program. You will turn feedback into improvements across delivery teams and drive a customer-first culture, reporting to the Chief Experience Officer.

This cross-functional role offers a hybrid work model, the chance to influence priorities without direct line management, and access to Uprise coaching, training, and development opportunities.

Qualifications

• 5+ years' experience in customer experience, customer success, CSAT / VoC programs, or a related customer advocacy role
• Familiarity with the IT industry, MSP experience a plus
• A track record of influencing outcomes across delivery teams without formal authority
• Hands-on experience with customer journey mapping and moments of truth in the lifecycle
• Strong communication skills and ability to translate pain points across audiences
• Builder's mindset to shape the role beyond a fixed playbook

Responsibilities

• Be the voice of the customer, turning feedback into practical improvements across the business
• Map the customer journey, identify and reduce 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

Skills

Customer experience

Customer success

VoC programs

stakeholder influence

Job description

First Focus in Australia is seeking a strategic CX leader to shape and execute our customer experience program. You will turn feedback into improvements across delivery teams and drive a customer-first culture, reporting to the Chief Experience Officer.

This cross-functional role offers a hybrid work model, the chance to influence priorities without direct line management, and access to Uprise coaching, training, and development opportunities.