Service Experience Manager

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

Whether you are grabbing your first coffee in Sydney, trying to beat Brisbane traffic, or just pretending your inbox is not already judging you, the job is the same. Great customer experience does not happen by accident.

Our customers do not judge us by one ticket, one project or one interaction. They judge us by the overall experience of working with First Focus.

We are looking for someone who can turn customer feedback and insight into meaningful improvements that make that experience easier, faster, more consistent and more proactive.

You will lead our customer experience strategy and execution across our delivery teams. You will combine customer feedback with operational data to identify where improving the customer experience will have the biggest impact, ensuring those insights shape decisions, drive continuous improvement and strengthen a customer-first culture.

We call this a Super-Green experience, one that is easy, fast, consistent and keeps customers informed every step of the way.

This is a cross-functional role, reporting to the Chief Experience Officer. You will not manage delivery teams directly, but you will have the mandate to influence priorities, hold teams accountable for customer outcomes, and bring your own ideas for how to get there.

About First Focus

First Focus has grown into a team of nearly 500 people across Australia, New Zealand and the Philippines, and we are proud to be recognised as Australia’s #1 ranked mid-market MSP by Cloudtango for nine years running.

We have spent more than 15 years building a business that is stable, trusted and still growing. Smart people get the trust to do their jobs properly, backed by supportive leadership, real development and not too much of the usual workplace theatre.

Our values matter here, especially Wow the Customer, Be the Solution and Never Stop Growing. You can learn more about them here: https://www.firstfocus.com.au/about-us/

Key responsibilities

• Be the voice of the customer, ensuring feedback and insights are turned into practical improvements across the business.
• Map the customer journey, identify where customers experience unnecessary effort or frustration, 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.

What we are looking for

• 5+ years’ experience in customer experience, customer success, CSAT / VoC programs, or a related customer advocacy role.
• Familiarity with the IT industry, prior experience working with or for an MSP is a plus.
• A track record of influencing outcomes across delivery teams without formal authority. You know how to build buy-in from frontline teams through to leadership.
• Hands-on experience with customer journey mapping and identifying moments of truth in the customer lifecycle.
• Comfort turning qualitative and quantitative customer feedback into a clear, prioritised action plan.
• Experience helping operational or technical teams improve the customer experience through coaching, training or practical guidance.
• Strong communication skills. Able to translate customer pain points into language that resonates across delivery teams and executives.
• A builder's mindset. This role is still taking shape, and we want someone who will bring their own point of view on how to run it, not just execute a fixed playbook.

Why First Focus

Along with the chance to shape customer experience across a business that genuinely cares about getting it right, you will enjoy:

• Competitive salary package including up to $160,000 + super + other benefits.
• Flexible hybrid working for work-life balance.
• Free access to Uprise, with 1:1 coaching from qualified psychologists or counsellors.
• Our Never Stop Growing commitment, including 10 paid study days per year, exam fees paid, and pay rises for certifications (conditions apply).
• Internal training opportunities and a learning library.
• FastTrack mentoring.
• MAD, our Making A Difference Council for equality, charity and environment.
• Tesla company car option (conditions apply).
• Regular social events and a great team culture.

Neurodiversity: First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

AI in Recruitment: We use AI-assisted recruitment tools as part of our recruitment process. These tools do not make hiring decisions. Candidate information is handled in accordance with the Privacy Act 1988 (Cth).