National CX & Strategy Leader

Talentpath; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

NFP salary packaging

Hybrid work arrangement

Inclusive leave benefits

Wellbeing program

Career development

Leadership programs

Job summary

The Smith Family in Sydney is seeking a National Manager Customer Experience & Strategy to lead the national CX function, aligning supporter insights with marketing, philanthropy and fundraising priorities.

You'll translate data into practical improvements, drive continuous improvement in customer journeys, and lead a senior team to deliver exceptional supporter experiences while advancing social impact across Australia.

Qualifications

• Significant leadership experience within customer operations, supporter services or related fields.
• Proven contact centre leadership experience with service delivery accountability.
• Demonstrated success leading continuous improvement initiatives with measurable outcomes.
• Experience in Agile environments and iterative delivery.
• Ability to translate insights and data into actionable plans.
• Strong stakeholder influence across multiple teams.
• Experience leading organisational change and evolving ways of working.
• Leadership style combining coaching, curiosity and accountability.
• Strong project leadership involving technology, process and people change.
• Ability to balance strategy with day-to-day execution and roll up sleeves when needed.
• Resilience and adaptability in evolving environments.
• Relevant qualifications in business, CX or project management; Agile experience essential.
• Must be prepared to undertake National Police Check and Working with Children’s Check.

Responsibilities

• Lead the national contact centre to deliver exceptional supporter experiences across touchpoints.
• Develop a clear vision for customer experience and translate it into practical, measurable improvements.
• Use insights, data and feedback to identify opportunities to improve satisfaction, retention and engagement.
• Partner with Marketing and Philanthropy to achieve integrated supporter engagement.
• Drive continuous improvement initiatives to strengthen performance, service quality and outcomes.
• Lead and coach a team of leaders to build capability and high performance.
• Influence priorities across multiple stakeholders where collaboration is key.
• Support delivery of strategic projects and technology enhancements in Agile delivery.
• Ensure operational excellence across supporter care, administration, complaints and CRM data quality.
• Protect fundraising performance through retention initiatives and engagement programs.
• Champion innovation, automation and digital enablement for both supporter and employee experience.
• Contribute to organisational change and capability building across teams.

Skills

Leadership

Stakeholder management

Agile experience

Change management

Customer experience

Education

Business/Customer Experience/Project Management qualification

Job description

The Smith Family in Sydney is seeking a National Manager Customer Experience & Strategy to lead the national CX function, aligning supporter insights with marketing, philanthropy and fundraising priorities.

You'll translate data into practical improvements, drive continuous improvement in customer journeys, and lead a senior team to deliver exceptional supporter experiences while advancing social impact across Australia.