Senior Manager, Customer Experience & Digital Journeys

Ausgrid; Newcastle-Maitland; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Electric vehicle benefits

Novated leasing

Health insurance discount

Fitness Passport

Employee recognition program

Study assistance

Job summary

Ausgrid seeks an experienced Customer Experience leader to drive strategic CX initiatives, overseeing outages, connections, and complaints with a focus on AI-enabled self-service. You will shape roadmaps, measure outcomes, and elevate customer outcomes across the organisation.

You will manage a small team, influence executives, and partner with business units to deliver measurable improvements in journeys and operational efficiency while leveraging digital channels and conversational AI.

Qualifications

• 8+ years leading customer experience or transformation initiatives.
• Proven end-to-end journey improvement with measurable results.
• Experience turning AI-enabled capabilities into MVP solutions.

Responsibilities

• Own a portfolio of customer experience improvements across key journeys.
• Lead rollout and optimization of Conversational AI and digital channels.
• Build roadmaps, business cases and track realisation of benefits.
• Establish CX metrics and report outcomes to senior leaders.
• Lead a small high-performing team focused on customer insight and delivery.

Skills

Customer experience

Leadership

AI capabilities

Stakeholder influence

Change management

Education

Tertiary qualification in business/engineering/commerce

Tools

Conversational AI

Contact centre technology

Job description

Ausgrid seeks an experienced Customer Experience leader to drive strategic CX initiatives, overseeing outages, connections, and complaints with a focus on AI-enabled self-service. You will shape roadmaps, measure outcomes, and elevate customer outcomes across the organisation.

You will manage a small team, influence executives, and partner with business units to deliver measurable improvements in journeys and operational efficiency while leveraging digital channels and conversational AI.