Senior Service Experience Manager | Hybrid & Customer-First

First Focus IT; Brisbane; Hybride; AUD 144 000 - 176 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Hybrid working

Uprise coaching

10 study days

Tesla car option

Team events

Résumé du poste

First Focus IT is seeking a senior Customer Experience lead in Australia to shape how customers perceive every interaction. You will turn feedback into practical improvements across our delivery teams, aligning with our Super-Green standard of easy, fast, consistent and informed.

Reporting to the Chief Experience Officer, you will map journeys, drive CX initiatives, coach teams and provide insightful reporting that guides priorities and strengthens a customer-first culture across Australia, New

Qualifications

• Be the voice of the customer, turning feedback into practical improvements across the business.
• Map the customer journey, identify friction points, and improve those interactions.
• Drive customer experience initiatives by partnering with delivery teams to improve products, processes and service delivery.
• Champion a customer‑first culture by influencing leaders and teams to consider customer impact in everyday decisions, anchored in our Super‑Green standard of easy, fast, consistent and informed.
• Develop customer experience capability by delivering training, coaching and practical guidance that helps delivery teams create better customer outcomes.
• Provide customer experience insights and reporting, identifying trends, measuring outcomes and recommending priorities for improvement.

Responsabilités

• Lead CX strategy and execution across delivery teams.
• Combine customer feedback with operational data to identify big-impact improvements.
• Ensure insights shape decisions, drive continuous improvement and strengthen customer-first culture.

Connaissances

Voice of the customer

Journey mapping

Stakeholder influence

Coaching

Communication

Customer advocacy

Description du poste

First Focus IT is seeking a senior Customer Experience lead in Australia to shape how customers perceive every interaction. You will turn feedback into practical improvements across our delivery teams, aligning with our Super-Green standard of easy, fast, consistent and informed.

Reporting to the Chief Experience Officer, you will map journeys, drive CX initiatives, coach teams and provide insightful reporting that guides priorities and strengthens a customer-first culture across Australia, New