Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

We are seeking a Customer Experience Manager to lead our Mid-Market Customer Success and Experience team. This role will shape customer and partner engagement strategies, own customer relationship architecture and journey orchestration, and govern high-impact issues. You will operate at the intersection of customer advocacy, operational leadership, and cross-functional execution, ensuring a unified customer experience across all interaction types.

Responsibilities

Develop and measure Voice of Customer and Partner strategy, including journey listening points and key metrics (NPS, CSAT, CES, qualitative feedback, behavioral signals).
Orchestrate customer relationship architecture and end-to-end journeys across onboarding, support, growth, renewal, and advocacy.
Design experiences across AI-led, digital, assisted, and human interactions, ensuring seamless hand-offs.
Govern complex, sensitive, and high-risk customer issues, including Heal Desk, executive complaints, and cross-functional critical issues.
Manage complaints, govern customer communications, and implement closed-loop operating cadences for clear customer updates and issue resolution.
Conduct root cause analysis and implement systemic improvements to reduce friction, resolve recurring problems, and enhance retention, loyalty, adoption, and cost to serve.
Lead a high-performing customer experience function, setting direction, building capability, and developing team members.

Requirements

Proven background in customer experience, relationship architecture, customer operations, or journey orchestration in complex B2B tech, SaaS, financial services, or similar environments.
Demonstrated people leadership skills, including setting direction, prioritizing, coaching, and driving accountability.
Strong experience with Voice of Customer programs, journey insights, and customer-led prioritization.
Proven success in crafting customer journeys and reducing friction across touchpoints.
Track record of leading complex cross-functional issue resolution without direct authority.
Strong analytical and systems thinking skills, including experience with dashboards, root-cause analysis, journey analytics, and executive reporting.
Sound judgment to balance customer, commercial, compliance, risk, and operational outcomes.
Experience designing or governing AI-supported, digital, assisted, and human journeys.
Relevant tertiary qualification is advantageous.

Skills

Customer Experience Management
Relationship Architecture
Customer Operations
Journey Orchestration
Voice of Customer
NPS
CSAT
CES
Qualitative Feedback Analysis
Behavioral Signal Analysis
Onboarding
Customer Support
Customer Growth
Customer Renewal
Customer Advocacy
Experience Design
AI-led Interactions
Digital Interactions
Assisted Interactions
Human Interactions
Issue Governance
Complaints Management
Root Cause Analysis
Systemic Improvement
Team Leadership
Cross-functional Collaboration
Analytical Skills
Systems Thinking
Journey Analytics
Executive Reporting

Location

Australia
New Zealand

Work Type

Hybrid

Experience Level

Leadership role
Proven background
Proven people leader

Education Level

Relevant tertiary qualification advantageous

Benefits

Flexible, hybrid workplace
Home office setup financial assistance
Corporate discounts and vouchers
Wellbeing support via Sonder partnership
In-house training and programs
LinkedIn Learning
Conference and study assistance
Variety of leave options (purchased leave, parental leave, domestic violence leave, transgender leave, community leave, study leave)
Community groups (Wellness, Belonging, Planet)

About the Company

MYOB is a leading business management solution dedicated to helping businesses in Australia and New Zealand start, survive, and succeed.
We believe that when businesses run smoothly, everyone benefits.
Our purpose is to provide businesses with the tools they need to focus on what matters and achieve their goals.
Joining MYOB means impacting businesses, shaping the future of work, and growing with the people and communities we support.
We are in the business of people, making MYOB Everyone’s Business.

Equal Opportunity

We embrace difference and encourage individuals to be their true selves.
We are an equal opportunity employer.
We believe the best hires add to our culture by bringing unique contributions, lived experiences, and fresh perspectives.
We encourage applications from individuals who may not meet every requirement.
We are a Circle Back Initiative Employer and commit to responding to every applicant.