Senior CX Lead: AI-Driven Customer Journeys

Ausgrid; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

EV salary sacrifice / novated leasing

Health insurance

Fitness Passport

Recognition program

Study assistance

Secondments / mentoring

Job summary

Reporting to the Head of Customer Strategy, you’ll shape roadmaps, build business cases, and influence senior leaders to secure investment in high-value outcomes. Flexible, hybrid working in Sydney or Wallsend.

Qualifications

• 8+ years leading customer experience or transformation initiatives.
• Track record of end-to-end improvement of customer journeys.
• Experience taking AI-enabled capabilities from concept to MVP and beyond.

Responsibilities

• Own a prioritised portfolio of customer experience improvements across key journeys.
• Use feedback and data to identify pain points and opportunities.
• Redesign end-to-end journeys with delivery teams to realise value.
• Lead rollout and optimisation of Conversational AI and digital channels.
• Build business cases, roadmaps and success metrics; track benefits.

Skills

CX leadership

AI enabled

Customer insight

Executive influence

Data driven

Education

Tertiary qualification in business/engineering/commerce

Tools

Conversational AI

Contact centre tech

Job description

Reporting to the Head of Customer Strategy, you’ll shape roadmaps, build business cases, and influence senior leaders to secure investment in high-value outcomes. Flexible, hybrid working in Sydney or Wallsend.