Customer Experience Leader - Strategy & Insights

First Focus IT; Mascot (TN); Hybrid; USD 107,000 - 128,000; Full time

Benefits offered by this job

Hybrid working

Tesla car option

Uprise coaching program

Study days and certification support

Job summary

First Focus is seeking a senior leader to own the customer experience strategy across delivery teams, turning feedback into improvements that make interactions easier, faster, and more proactive. You will champion a customer-first culture, influence leaders without direct authority, and help teams deliver a Super-Green experience that keeps customers informed.

This cross-functional role reports to the Chief Experience Officer and offers flexible hybrid work, competitive salary, and growth

Qualifications

• 5+ years in customer experience or related role.
• Experience with CSAT/VoC programs.
• Familiarity with MSP or IT services is a plus.

Responsibilities

• 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 enhance products, processes and service delivery.
• Champion a customer-first culture by influencing leaders and teams to consider customer impact in everyday decisions.
• Develop customer experience capability by delivering training, coaching and practical guidance for delivery teams.
• Provide customer experience insights and reporting, identifying trends and prioritising improvement initiatives.

Skills

CX strategy

Stakeholder influence

Journey mapping

Communication skills

Coaching & training

Job description

First Focus is seeking a senior leader to own the customer experience strategy across delivery teams, turning feedback into improvements that make interactions easier, faster, and more proactive. You will champion a customer-first culture, influence leaders without direct authority, and help teams deliver a Super-Green experience that keeps customers informed.

This cross-functional role reports to the Chief Experience Officer and offers flexible hybrid work, competitive salary, and growth