Global Head of AI-Driven Customer Experience

Reapit

City of Brisbane

Hybrid

AUD 150,000 - 210,000

Full time

14 days+

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Benefits offered by this job

Flexible working policy

Brisbane office access

Job summary

Reapit, a leading PropTech SaaS provider, seeks a senior leader to shape and execute an AI-enabled customer experience strategy across onboarding, support and post-sale functions globally. You will own the end-to-end customer journey, combining automation with exceptional human support to drive adoption, retention and value realization for customers.

You will report to the Chief Commercial Officer and build a regionally focused team in line with global CX standards, delivering measurable

Qualifications

Proven experience designing and implementing AI-enabled customer experience strategies within a B2B SaaS organisation.
Strong track record deploying automation, conversational AI, knowledge management and customer engagement solutions.
Leadership across Customer Success, Support and Operations in multiple regions.

Responsibilities

Lead the development and execution of Reapit’s AI-driven customer experience strategy.
Oversee onboarding, support, and post-sale functions globally to improve satisfaction and retention.
Define and monitor CX KPIs (NPS, CSAT, retention, onboarding, health) and drive scalable operations.
Collaborate with Product and Technology to align customer feedback with product direction.
Build a regionally focused team while maintaining global CX standards.