Global Head of AI-Driven Customer Experience

Reapit Australia & New Zealand

Brisbane

Hybrid

AUD 180,000 - 240,000

Full time

33 hours ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Flexible Working Policy

Brisbane office access

Job summary

Reapit Australia & New Zealand is seeking a senior leader to shape and execute the AI-enabled customer experience strategy across onboarding, success and service delivery. You will deploy automation and conversational AI to improve outcomes, reduce resolution times and scale high-quality support.

Reporting to the Chief Commercial Officer, you will own post-sale functions globally, build a customer-centric operating model and partner with Product and Technology to translate feedback into product

Qualifications

Proven leader in Customer Success across a scaling global B2B SaaS org.
Experience deploying AI and automation in CX, CS, and support.
Strong track record building regional customer organisations.
Data-driven with metrics to inform strategy.
Experience operating in international, multi-region environments.

Responsibilities

Lead AI-driven customer experience strategy across onboarding, support and success.
Evaluate and deploy AI platforms and automation across regions.
Oversee global post-sale functions: CS, Support, Account Management, Onboarding, Training.
Create a customer-obsessed culture with focus on outcomes.
Define and monitor CX KPIs like NPS, CSAT, retention.
Partner with Product and Tech to feed customer insights into direction.
Own executive relationships with strategic customers.