Job Description

• Own the end-to-end customer journey, driving engagement, retention, and innovation in a rapidly growing, well-funded start-up. 
• Sydney | Permanent Role 
• $150k-160k + super + bonus

Are you passionate about shaping world-class customer experiences in a high-growth environment? This is an opportunity to lead a transformative CX strategy in a fast-scaling business that has recently secured a major injection of funding.

As the Senior Manager – Customer Experience, you will take the lead in reimagining and optimising the customer journey. From refining self-service touchpoints to leveraging cutting-edge technology, you will drive initiatives that enhance engagement, boost NPS, and maximise customer lifetime value.

This is a high-impact role that sits at the intersection of customer insights, digital transformation, and innovation, working cross-functionally to create seamless, customer-first experiences.

Key Responsibilities

• Design and implement strategies to elevate the customer experience, ensuring measurable improvements in satisfaction and engagement.
• Assess and refine each stage of the customer journey, identifying challenges and introducing innovative solutions.
• Gather and analyse customer data from various sources, translating insights into action to drive retention and positive feedback.
• Collaborate with internal teams across marketing, sales, customer service, and technology to align CX initiatives with broader business goals.
• Enhance digital touchpoints, streamlining self-service options and integrating advanced technologies to improve customer interactions.
• Drive customer-focused business transformation, embedding a service-first mindset in product development and operational processes.
• Track, evaluate, and report on key customer metrics, ensuring continuous improvement and strategic alignment.

About You

• Extensive experience in customer experience, digital transformation, or service design, with a focus on strategic impact.
• Strong background in mapping customer journeys and developing solutions that enhance engagement and satisfaction.
• Skilled in interpreting data from multiple sources and leveraging insights to influence business decisions.
• Proven ability to facilitate cross-team collaboration, bringing together different functions to improve customer interactions.

This role offers a performance-based bonus, salary packaging benefits, a dedicated Learning & Development platform, access to an Employee Assistance Program, and an extra day off on your birthday. You’ll be joining a fast-growing, well-funded start-up where you can drive real change and make a lasting impact on customer experience.

Apply NOW or send your CV to Michael (michael@theonset.com.au) to be part of this exciting journey.