Greyhound Australia - Head of Customer Experience

Greyhound Australia; Brisbane; Vor Ort; AUD 180.000 - 240.000; Vollzeit

Zusammenfassung

Greyhound Australia, Brisbane-based, seeks a Head of Customer Experience to define and drive the CX strategy across sales, service and operations. You will lead the contact centre, balance excellent service with cost efficiency and guide pricing, product and network decisions using customer insights.

The role reports to the COO and requires a proven track record in senior CX leadership, budget ownership, and change management within transport or travel sectors.

Qualifikationen

• 10+ years in CX, customer service or contact centres.
• 5+ years in senior leadership roles.
• Track record delivering CX strategy with measurable commercial impact.
• Experience leading change and adopting new tech or channels.
• Experience in transport, travel or high-volume bookings is valued.

Aufgaben

• Set and deliver a CX strategy that lifts customer satisfaction and commercial results.
• Lead the customer service centre and build a high-performing team.
• Lower cost to serve through automation and self-service while improving conversion.
• Own disruption response to ensure timely, fair customer treatment.
• Translate customer insight into pricing, product, network and operations decisions.

Kenntnisse

CX leadership

Senior leadership

Commercial acumen

Budget ownership

Change management

Transport/travel experience

Jobbeschreibung

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