Greyhound Australia - Head of Customer Experience

Greyhound Australia Pty Ltd; Brisbane; On-site; AUD 180,000 - 240,000; Full time

Job summary

Greyhound Australia Pty Ltd in Brisbane seeks a Head of Customer Experience to shape how we care for customers from search to journey.

Based in Brisbane and reporting to the Chief Operating Officer, you will set the CX strategy, lead the contact centre, and balance outstanding service with cost, revenue and brand. You’ll drive change with new technology and channels, turning customer insight into smarter pricing, products and operations.

Qualifications

• 10+ years in CX, customer service or contact centre roles, including 5+ in senior leadership.

Responsibilities

• Setting and delivering a CX strategy that lifts satisfaction and commercial results
• Leading the customer service centre and building a capable, high performing team
• Lowering cost to serve with automation and self service, and lifting conversion
• Owning our disruption response so customers hear early and are treated fairly
• Turning customer insight into decisions on pricing, product, network and operations

Skills

CX leadership

Customer service

Budget management

Change management

High volume bookings

Job description

Greyhound Australia - Head of Customer Experience

For more than 110 years, Greyhound Australia has been the heartbeat of this country — connecting people and places from red dirt roads to coastal highways, city lights to country towns.

Now part of Entrada Travel Group, we're building on that proud history with a focus on safety, service and the future of travel across Australia and New Zealand. We were the first coach operator in Australia to fit Guardian Seeing Machine technology across our entire fleet — and when it comes to the safety and wellbeing of our people, we're not done yet.

When you join Greyhound, you become part of the road that connects us all.

ABOUT THE ROLE

This is a chance to own how Greyhound looks after its customers, from the moment they search for a ticket to the moment they step off the coach.

Based in Brisbane and reporting to the Chief Operating Officer, the Head of Customer Experience sets our Customer Experience strategy and leads our customer service centre, balancing great service with cost, revenue and brand.

WHAT YOU'LL BE DOING

• Setting and delivering a CX strategy that lifts satisfaction and commercial results
• Leading the customer service centre and building a capable, high performing team
• Lowering cost to serve with automation and self service, and lifting conversion
• Owning our disruption response so customers hear early and are treated fairly
• Turning customer insight into decisions on pricing, product, network and operations

ABOUT YOU

You see great customer experience as a commercial lever, not a cost centre. You're comfortable in the boardroom and on the contact centre floor, you lead with clarity and warmth, and you stay calm and decisive when the weather turns or a coach breaks down at 2am.

WHAT YOU'LL BRING

• 10+ years in CX, customer service or contact centre roles, including 5+ in senior leadership
• A track record of delivering CX strategy with measurable commercial results
• Strong commercial acumen, including owning a budget
• Experience leading change, including new technology and service channels
• Transport, travel or high volume booking experience is highly regarded

Greyhound Australia is Australia's only national coach service. We provide comfortable, hassle-free, and affordable coach services to people of all ages and to all corners of Australia. We travel across Australia everyday ensuring that our passengers can get to their destinations, both on the beaten track and off it, and truly experience the beauty of Australia. Source: this is an extract from the company's own website

Greyhound Australia is Australia's only national coach service. We provide comfortable, hassle-free, and affordable coach services to people of all ages and to all corners of Australia. We travel across Australia everyday ensuring that our passengers can get to their destinations, both on the beaten track and off it, and truly experience the beauty of Australia. Source: this is an extract from the company's own website