CX Strategy & Growth Leader

Greyhound Australia; Brisbane; Sur place; AUD 180 000 - 240 000; Plein temps

Résumé du poste

Greyhound Australia, Brisbane-based, seeks a Head of Customer Experience to define and drive the CX strategy across sales, service and operations. You will lead the contact centre, balance excellent service with cost efficiency and guide pricing, product and network decisions using customer insights.

The role reports to the COO and requires a proven track record in senior CX leadership, budget ownership, and change management within transport or travel sectors.

Qualifications

• 10+ years in CX, customer service or contact centres.
• 5+ years in senior leadership roles.
• Track record delivering CX strategy with measurable commercial impact.
• Experience leading change and adopting new tech or channels.
• Experience in transport, travel or high-volume bookings is valued.

Responsabilités

• Set and deliver a CX strategy that lifts customer satisfaction and commercial results.
• Lead the customer service centre and build a high-performing team.
• Lower cost to serve through automation and self-service while improving conversion.
• Own disruption response to ensure timely, fair customer treatment.
• Translate customer insight into pricing, product, network and operations decisions.

Connaissances

CX leadership

Senior leadership

Commercial acumen

Budget ownership

Change management

Transport/travel experience

Description du poste

Greyhound Australia, Brisbane-based, seeks a Head of Customer Experience to define and drive the CX strategy across sales, service and operations. You will lead the contact centre, balance excellent service with cost efficiency and guide pricing, product and network decisions using customer insights.

The role reports to the COO and requires a proven track record in senior CX leadership, budget ownership, and change management within transport or travel sectors.