Head of Customer Experience & Insights (Hybrid)

Australia Post; Melbourne; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Flexible hybrid work

Professional development & mentoring

Employee discounts

Job summary

Australia Post is seeking a strategic Head of Customer Success Customer Experience to define and execute the customer experience vision across Australia. You will lead a diverse team of CX, insights, quality, change and analytics professionals to influence how millions of Australians experience our services daily.

Reporting to the General Manager, Customer Success, you will champion a customer-led culture, using data, insights and innovation to drive meaningful improvements across the journey.

Qualifications

• Senior leader with experience in customer experience or service operations.
• Proven success with NPS and Voice of Customer programs.
• Experience leading multidisciplinary teams across technology, data and operations.

Responsibilities

• Lead and execute the Customer Experience strategy, aligning outcomes across teams.
• Drive Voice of Customer, quality governance and customer insight programs to improve service delivery.
• Partner with Technology, Data and Operations to leverage insights and platforms.
• Build a high-performing, customer-obsessed culture with continuous improvement and change adoption.

Skills

Senior leadership

Customer experience strategy

Stakeholder engagement

Change management

Education

Tertiary qualifications in business or related field

Job description

Australia Post is seeking a strategic Head of Customer Success Customer Experience to define and execute the customer experience vision across Australia. You will lead a diverse team of CX, insights, quality, change and analytics professionals to influence how millions of Australians experience our services daily.

Reporting to the General Manager, Customer Success, you will champion a customer-led culture, using data, insights and innovation to drive meaningful improvements across the journey.