Head of Customer Experience Sydney or Adelaide

at; Council of the City of Sydney; Hybrid; AUD 150,000 - 200,000; Full time

Job summary

A leading recruitment and workforce solutions company is seeking a Head of Customer Experience in Sydney or Adelaide. This role, covering parental leave beginning February 2026, involves leading efforts to enhance customer engagement and satisfaction across all touchpoints. The ideal candidate will have a strong background in customer experience management and strategic influence within professional services. You'll drive initiatives to foster a customer-first culture while ensuring brand consistency and enhancing loyalty. Enjoy a flexible working environment and generous benefits.

Benefits

Market-leading tools and technology

Flexible working arrangements

Generous leave entitlements

Well-being rewards

Global career opportunities

Qualifications

• Proven experience in customer experience management and digital/lifecycle marketing within professional services.
• Strong ability to influence senior stakeholders, lead teams and drive cross-functional collaboration.
• Skilled in journey mapping, digital experience optimisation and omnichannel strategies.
• Comfortable with data analysis, martech, AI tools, CRM systems and automation for personalisation and performance optimisation.
• Analytical, detail-oriented, creative problem solver with strong commercial acumen.
• Highly developed communication skills with an understanding of customer behaviour psychology.

Responsibilities

• Drive customer journey mapping, improve digital touchpoints and implement omni-channel communication strategies.
• Own the regional Voice of Customer programme, turning insights into action to boost satisfaction and loyalty.
• Embed customer-centric principles across teams, training and internal communications.
• Leverage CX metrics and customer insights to inform strategies and prioritise high-impact initiatives.
• Expand the CX function across APAC, manage team resourcing and influence senior stakeholders.
• Ensure creative consistency, uphold brand values and monitor customer feedback to protect reputation.

Job description

Head of Customer Experience Sydney or Adelaide

At Hays, we believe in being long‑term partners with our people as well as our customers. Together, we will work for your tomorrow, and the possibilities are endless. With over 50 years of business success, we have built a reputation as the world leader in specialist recruitment and workforce solutions. Joining Hays is not just about being part of a global business leader; with over 12,000 people across 32 countries, you’ll be making a difference in the world of work.

Your new role

As the Head of Customer Experience, you’ll lead the charge in shaping a seamless, engaging, and value‑driven experience across every customer touchpoint. This 12‑month role covers parental leave, commencing February 2026 and can be based in either our Hays Sydney CBD office or our Hays Adelaide office. You’ll empower the organisation to think beyond, redefine standards and evolve the status quo, driving strategic initiatives that optimise engagement, communication, and satisfaction—embedding a customer‑first culture and strengthening loyalty and advocacy.

Key Responsibilities

• Enhance Customer Engagement: Drive customer journey mapping, improve digital touchpoints and implement omni‑channel communication strategies.
• Lead Voice of Customer (VoC): Own the regional VoC programme, turning insights into action to boost satisfaction and loyalty.
• Champion CX Culture: Embed customer‑centric principles across teams, training and internal communications.
• Data‑Driven Decisions: Leverage CX metrics and customer insights to inform strategies and prioritise high‑impact initiatives.
• CX Strategy & Leadership: Expand the CX function across APAC, manage team resourcing and influence senior stakeholders.
• Brand Guardianship: Ensure creative consistency, uphold brand values and monitor customer feedback to protect reputation.

What you’ll need to succeed

• CX & Marketing Expertise: Proven experience in customer experience management and digital/lifecycle marketing within professional services.
• Strategic Leadership: Strong ability to influence senior stakeholders, lead teams and drive cross‑functional collaboration.
• Customer Journey & Engagement: Skilled in journey mapping, digital experience optimisation and omnichannel strategies.
• Data & Technology Savvy: Comfortable with data analysis, martech, AI tools, CRM systems and automation for personalisation and performance optimisation.
• Commercial & Creative Mindset: Analytical, detail‑oriented, creative problem solver with strong commercial acumen.
• Exceptional Communication: Highly developed communication skills with an understanding of customer behaviour psychology.

What you’ll get in return

This is an incredible opportunity to shape your career as part of a growing business and achieve your ambitions. You’ll have the chance to learn from inspirational and determined leaders. Our scale gives you access to a pool of best‑practice tools to tap into so you can make an impact.

• Market‑leading tools and technology to enable you to make an extraordinary impact.
• Flexible working arrangements to allow you to work how and where suits you best.
• Generous leave entitlements to take advantage of parental leave, volunteering days, lifestyle and flex leave.
• Celebrate success: Your success is our success, and we reward strong performance as a cornerstone of life at Hays.
• Thrive in a workplace where diversity is celebrated and everyone feels welcome.
• Well‑being rewards: Benefit from health, leisure and lifestyle partnership discounts.
• Employee Resource Groups and Working Groups for you to connect and collaborate with like‑minded colleagues.
• Global career opportunities – make your mark locally or explore international opportunities with Hays.

What you need to do now

If you’re looking for a role that challenges and helps you to make an impact, let’s create tomorrow together. There’s no telling where a career at Hays might take you.

Contact Sandy Luhr, Senior Talent Acquisition Partner by submitting your application via the Apply Now button.

By joining Hays, you’ll be part of an inclusive culture that celebrates diversity. We invite people of all genders, ages, cultures, abilities, backgrounds and experiences to apply. This includes Aboriginal and Torres Strait Islander peoples, people who belong to the LGBTQIA+ community, neurodiverse individuals and people with disabilities. If you require support and/or adjustments throughout our recruitment process, please contact [e-mail].