Head of Customer Experience

Australia Post Group; Melbourne; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Flexible/hybrid work

Work from home option

Mentoring programs

Job summary

Australia Post is seeking a strategic Head of Customer Experience in Melbourne to shape the future of customer experiences across the enterprise. You will lead a diverse team spanning customer experience, insights, quality, change and analytics, ensuring the contact centre and service operations deliver for millions of Australians.

Reporting to the General Manager, Customer Success, you will champion a customer-led culture, use data to drive improvements, elevate Voice of Customer programs, and

Qualifications

• Senior leadership experience in customer experience and large-scale contact centres.
• Ability to influence at executive level and translate insights into actions.
• Tertiary qualifications in business or related field; change management or service design qualifications are highly regarded.

Responsibilities

• Lead the Customer Experience strategy across Australia Post and align with enterprise priorities.
• Oversee Voice of Customer programs, quality governance and insights.
• Partner with Technology, Data and Operations to leverage customer analytics.
• Build a high-performing, customer-obsessed culture with continuous improvement.

Skills

Leadership experience

Stakeholder engagement

Customer experience

Education

Tertiary qualifications in business

Job description

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Name

Head of Customer Experience

Site / Location

Ref #

12389237

Entity

Australia Post

Opening Date

26-Oct-2026

Suburb

State

Victoria

Work Type

Permanent Full Time

Description & Requirements

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Being in a business support role at Australia Post means helping our people deliver for every Australian. Just like our Posties, you're still the people behind every parcel. Whatever your team or role, you're helping grow our people, grow our business and make a lasting impact on the Australian community. You'll find a culture of connection in our great people and the flexibility to balance work with life outside of it.

About the opportunity

This is a rare opportunity to shape the future of customer experience at one of Australia's most trusted brands.

As Head of Customer Success Customer Experience, you'll play a pivotal leadership role in defining and executing the customer experience vision across Australia Post. Leading a diverse team spanning customer experience, insights, quality, change and analytics, you'll shape how our contact centre and customer service operations deliver for millions of Australians.

Reporting to the General Manager, Customer Success, you'll champion a customer-led culture, using data, insights and innovation to drive meaningful improvements across the customer journey. From elevating our Voice of Customer programs and service quality frameworks to leading strategic transformation initiatives, you'll ensure customer needs remain at the heart of decision‑making.

This is more than a customer experience leadership role. It's an opportunity to create lasting impact at enterprise scale, bring together people, technology and insights to solve complex challenges, and help shape the future of how Australia Post serves customers and communities.

Key Responsibilities

• Lead and execute the Customer Experience strategy, aligning customer outcomes with Customer Success and broader enterprise priorities.
• Drive Voice of Customer, quality governance and customer insight programs to improve service delivery, customer trust and frontline capability.
• Partner with Technology, Data and Operations leaders to leverage customer insights, analytics and platforms that enhance customer and employee experiences.
• Build a high‑performing, customer‑obsessed culture that champions continuous improvement, change adoption, safety and wellbeing.

About you

You're a strategic and customer‑centric leader who thrives in complex environments and can translate customer insights into measurable business outcomes. You bring a strong commercial mindset, exceptional stakeholder engagement skills and a passion for creating experiences that make life easier for customers and frontline teams alike. You are comfortable influencing at executive level, leading through change and fostering a culture of accountability, innovation and collaboration.

You'll have

Demonstrated senior leadership experience across customer experience and large‑scale contact centre or customer service operations, ideally within a complex, high‑volume customer‑facing organisation.

• Proven success leading NPS, Voice of Customer, quality governance, knowledge management, change and continuous improvement functions.
• Strong experience leading multidisciplinary teams across customer experience, technology, data and operational environments.
• Exceptional ability to influence senior stakeholders and translate customer insights into practical service improvements.
• Tertiary qualifications in business, customer experience, service management or a related field, with change management, continuous improvement or service design qualifications highly regarded.

What else is in it for you?

• Bring your whole self to work every day and be met by a welcoming bunch of people who respect and support you.
• Flexible and hybrid working arrangements, including the opportunity to work from home.
• Opportunities for growth and development through formal programs, leadership development and mentoring.
• Exclusive team member discounts and offers, evolving policies for flexible working, leave types and access to health and wellbeing resources.

All walks, one route

It takes a lot of us to deliver for every Australian – and it’s important to us that our people behind the parcels reflect the people receiving them. We come from all walks. Different backgrounds, different ages, different genders, different sexualities and different abilities, but we all believe in the same purpose.

We welcome people all ages, genders and backgrounds – including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and refugees. We’re a Disability Confident Recruiter, committed to making our hiring process and workplace inclusive and barrier‑free. We’re also working hard to remove bias and build a gender‑equitable experience for everyone who joins us. If you’ve got questions about accessibility, reach out to our Diversity & Inclusion team at [e-mail] or on 03 8737 9415.

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