Global Head of Customer Experience & CX Strategy

Marloo; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Marloo is building the AI partner for financial advisers. We are at an inflection point, growing fast with customers across multiple markets. We seek a seasoned CX leader to own the global customer experience, unify four regional teams into one standard, and drive improvements from the inside out.

You will own the inbox, shape internal tooling with engineering, and act as the voice of the customer across product and GTM. This is a hands-on leadership role in a fast-paced fintech environment.

Qualifications

• Has led a customer support or CX function and shown measurable improvements.
• Managed teams across multiple locations/time zones.
• Has a data-driven mindset focused on volume, resolution time and drivers.

Responsibilities

• Own the global CX inbox and set speed, accuracy, and tone standards across markets.
• Lead and coach the CX team, drive performance and development, raise the bar on average responses.
• Build a triage system to route, escalate, and close work with clear written processes.
• Scope and partner on internal tooling with engineering for delivery.
• Reduce ticket volume by addressing root causes at source.
• Be the voice of the customer to product and engineering, presenting evidence from tickets.
• Measure volume, response and resolution times, and drive dashboard clarity.
• Advocate for team needs, including engineering time and headcount.
• Hire and onboard the CX team and contribute across the business.

Skills

CX Leadership

People Management

Global Operations

Data-Driven

Process Improvement

Stakeholder Management

AI Power User

Tools

CRM Systems

Internal Tools

Job description

Marloo is building the AI partner for financial advisers. We are at an inflection point, growing fast with customers across multiple markets. We seek a seasoned CX leader to own the global customer experience, unify four regional teams into one standard, and drive improvements from the inside out.

You will own the inbox, shape internal tooling with engineering, and act as the voice of the customer across product and GTM. This is a hands-on leadership role in a fast-paced fintech environment.