Head of Customer Experience | Brisbane

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

Job summary

Greyhound Australia Pty is seeking a Head of Customer Experience based in Brisbane to lead the customer experience strategy and run the contact centre, balancing service quality with cost and brand.

Reporting to the Chief Operating Officer, you will drive automation, self-service, and data-driven decisions across pricing, product, network and operations, while guiding a high-performing team through change.

Qualifications

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

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 strategy

Leadership

Budget management

Change management

Contact centre leadership

Job description

Location:Brisbane Operations
Posted on:13 October 2026

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

This position is available at: Brisbane Operations
692B Curtain Avenue East
Pinkenba
4009 Queensland View on Map