Global CX Leader for AI-Driven Financial Advisory

Nearheal Pty Ltd (trading as Nearheal); Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Marloo, an AI partner for financial advisers, seeks a Global CX leader to own customer experience across markets. You will unify four regional teams into one function with consistent standards, tone, and data, ensuring inboxes move toward zero while tickets get resolved at source.

You will build the triage system, scope internal tooling with engineering, measure volume and resolution times, and advocate for customers inside the business.

Qualifications

• You have run a customer support or CX function and shown measurable improvements.
• You have managed teams across locations and time zones.
• Numbers oriented with volume, resolution time and drivers data.
• You build systems to remove repetitive work.
• You scope tools with engineers and decide what matters.
• You communicate with authority across product, engineering and GTM.

Responsibilities

• Own the global CX inbox standard for speed, tone and accuracy.
• Lead, coach and develop CX teams across markets.
• Build the triage system to route, escalate and close work.
• Scope internal tooling with engineering collaboration.
• Reduce ticket volume by fixing root causes at source.
• Be the voice of the customer inside the business.
• Measure volume, times and drivers; define dashboards needs.
• Ask for required resources to support the team.
• Hire and grow the CX team as the function scales.
• Pitch in on customer conversations during busy days.

Skills

CX Leadership

People Management

Data-Driven

Systems thinking

Stakeholder comms

AI power user

Job description

Marloo, an AI partner for financial advisers, seeks a Global CX leader to own customer experience across markets. You will unify four regional teams into one function with consistent standards, tone, and data, ensuring inboxes move toward zero while tickets get resolved at source.

You will build the triage system, scope internal tooling with engineering, measure volume and resolution times, and advocate for customers inside the business.