CX Strategy Lead - Member Experience

RAA; Adelaide; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Free RAA premium road service

RAA Rewards Program

Discounts on all RAA products

Flexible work arrangements

Ongoing Training & Development and a 0

Job summary

RAA is seeking a CX Lead based in Adelaide CBD to drive exceptional customer experiences. You will transform insights into action, lead cross-functional initiatives and elevate customer journeys across channels.

You’ll translate data into compelling narratives, engage stakeholders, and coach teams to deliver on a whole-of-relationship approach while contributing to planning and budgeting. A strong analytics mindset and regional market knowledge are valued.

Qualifications

• Proven experience in customer experience roles in fast-paced environments.
• Familiarity with NPS, satisfaction metrics and research methods.
• Understanding of CX principles and emerging trends.
• Ability to translate data into compelling narratives.
• Strong communication and stakeholder engagement skills.
• High emotional intelligence and ability to collaborate across teams.
• Self-motivation with a results-driven approach.
• Understanding of membership models and the SA market (advantageous).

Responsibilities

• Design and deliver customer experience strategies aligned with RAA's goals.
• Translate customer insights into actionable initiatives that drive satisfaction and loyalty.
• Champion a whole-of-relationship view across journeys, channels, and units.
• Analyze data using Qualtrics, Tableau and Power BI to uncover trends.
• Bring the customer voice to life through storytelling, activations and coaching.
• Oversee the employee ‘idea box’ channel—from opportunity to execution and engagement.

Skills

Strategic thinking

Stakeholder engagement

Analytical mindset

Communication skills

Emotional intelligence

Independent working

Education

Tertiary qualification in Business/Marketing/Psychology/Communications

Tools

Qualtrics

Tableau

Power BI

Job description

RAA is seeking a CX Lead based in Adelaide CBD to drive exceptional customer experiences. You will transform insights into action, lead cross-functional initiatives and elevate customer journeys across channels.

You’ll translate data into compelling narratives, engage stakeholders, and coach teams to deliver on a whole-of-relationship approach while contributing to planning and budgeting. A strong analytics mindset and regional market knowledge are valued.