CX Roadmap Leader: Customer Experience Change Agent

William Adams Pty Ltd; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Novated leasing

Purchased leave

Partner discounts (banking, health, &

Job summary

William Adams is seeking a seasoned Customer Experience Manager to lead and elevate our CX approach across the business. Based at our Clayton head office with travel to branches, you will drive the CX roadmap, embed initiatives, and turn insights into practical actions that improve customer interactions.

Ideal candidates bring extensive CX delivery experience, strong analytical skills, and the ability to influence stakeholders.

Qualifications

• Extensive CX experience with measurable outcomes.
• Ability to interpret customer and operational data to identify improvements.
• Solid understanding of marketing principles and customer behaviour.
• Proven experience leading change across functions and levels.
• Translate insights into practical actions to improve CX.
• Excellent communication and relationship-building skills.

Responsibilities

• Lead and implement the CX roadmap and initiatives with measurable improvements.
• Embed CX initiatives across the branch network and drive adoption.
• Analyze feedback, NLS results, and operational metrics to identify trends.
• Partner with Marketing, Digital, Sales and Operations to translate insights into actions.
• Design pragmatic CX initiatives that deliver meaningful improvements.
• Influence and train frontline teams to strengthen service standards.
• Maintain end-to-end customer journey maps to identify gaps and opportunities.
• Apply change management approaches to sustain initiatives.
• Recommend process and system improvements to simplify the journey.
• Promote CX across the business to build a customer-obsessed culture.

Skills

CX leadership

Data analysis

Marketing principles

Change management

Communication

Education

Degree in Marketing or Business

Job description

William Adams is seeking a seasoned Customer Experience Manager to lead and elevate our CX approach across the business. Based at our Clayton head office with travel to branches, you will drive the CX roadmap, embed initiatives, and turn insights into practical actions that improve customer interactions.

Ideal candidates bring extensive CX delivery experience, strong analytical skills, and the ability to influence stakeholders.