Customer Experience Strategy Lead

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

Benefits offered by this job

Competitive salary up to AUD 160,000 +

Flexible hybrid working

Uprise coaching access

Never Stop Growing with study days and

Internal training & mentoring

Tesla company car option

Social events and team culture

Job summary

First Focus is seeking a Senior Customer Experience leader who can translate feedback into meaningful improvements across our delivery teams in Australia. You will design and execute the CX strategy, using customer insights and operational data to drive faster, more consistent and proactive experiences.

You will influence priorities without direct management, embed a customer-first culture, and contribute to a Super-Green standard of easy, fast, informed experiences.

Qualifications

• 5+ years' experience in customer experience or related role.
• Familiarity with the IT industry; MSP experience a plus.
• Proven ability to influence outcomes without formal authority.
• Experience mapping customer journeys and identifying moments of truth.
• Able to turn qualitative and quantitative feedback into action plans.
• Experience coaching delivery/technical teams on CX improvements.
• Strong communication skills to translate pain points for execs.
• Builder's mindset; shaping the role with own viewpoints.

Responsibilities

• Be the voice of the customer, turning insights into practical improvements.
• Map the customer journey and identify friction to improve interactions.
• Drive CX initiatives by partnering with delivery teams on products and services.
• Champion a customer-first culture by influencing leaders and teams.
• Develop CX capability through training, coaching and guidance.
• Provide CX insights and reporting, identify trends and priorities.

Skills

CX experience

IT/MSP familiarity

Influence outcomes

Journey mapping

Feedback to action

Coaching & training

Communication skills

Builder mindset

Job description

First Focus is seeking a Senior Customer Experience leader who can translate feedback into meaningful improvements across our delivery teams in Australia. You will design and execute the CX strategy, using customer insights and operational data to drive faster, more consistent and proactive experiences.

You will influence priorities without direct management, embed a customer-first culture, and contribute to a Super-Green standard of easy, fast, informed experiences.