Head of Customer Experience — Elevate Service & Growth

Greyhound

Brisbane

On-site

AUD 180,000 - 240,000

Full time

8 days ago

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Job summary

Greyhound Australia is seeking a Head of Customer Experience to shape and own the CX strategy from search to triage across Brisbane operations. You will lead the contact centre, balance exceptional service with cost, revenue and brand objectives, and partner with the COO to drive performance.

You’ll champion automation, self-service, and data-driven decisions, turning customer insights into pricing, product, network, and operations choices while maintaining safety and high standards across

Qualifications

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