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

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

Target Resume Now

About the Role

Lead customer experience strategy and execution, turning customer feedback and operational data into meaningful improvements to create an easy, fast, consistent, and proactive customer experience. This cross-functional role influences priorities and holds teams accountable for customer outcomes.

Responsibilities

• Act as the voice of the customer, translating feedback and insights into practical business improvements.
• Map customer journeys to identify and improve areas of customer effort or frustration.
• Drive customer experience initiatives by collaborating with delivery teams on product, process, and service enhancements.
• Champion a customer-first culture by influencing leaders and teams to prioritize customer impact.
• Develop customer experience capabilities through training, coaching, and guidance for delivery teams.
• Provide customer experience insights and reporting, including trend identification, outcome measurement, and improvement recommendations.

Requirements

• 5+ years of experience in customer experience, customer success, CSAT/VoC programs, or customer advocacy.
• Familiarity with the IT industry; prior experience with an MSP is a plus.
• Proven ability to influence outcomes across delivery teams without formal authority.
• Hands-on experience with customer journey mapping and identifying moments of truth.
• Proficiency in translating qualitative and quantitative customer feedback into prioritized action plans.
• Experience guiding operational or technical teams to improve customer experience.
• Strong communication skills, capable of translating customer pain points for diverse audiences.
• A builder's mindset, willing to contribute to shaping the role and its processes.

Skills

• Customer Experience Strategy
• Customer Feedback Analysis
• Operational Data Analysis
• Customer Journey Mapping
• Cross-functional Collaboration
• Influencing Skills
• Coaching and Training
• Reporting and Analytics
• Communication Skills
• Problem-Solving

Location

• Sydney
• Brisbane

Work Type

• Hybrid

Experience Level

• 5+ years

Salary/Compensations

• Up to $160,000 + super

Benefits

• Competitive salary package
• Flexible hybrid working
• Free access to Uprise (1:1 coaching)
• Study days, exam fees paid, and pay rises for certifications
• Internal training opportunities
• Learning library
• FastTrack mentoring
• Making A Difference Council (MAD)
• Tesla company car option
• Regular social events

About the Company

• First Focus is a growing IT company with nearly 500 employees across Australia, New Zealand, and the Philippines.
• Recognized as Australia's #1 ranked mid-market MSP by Cloudtango for nine consecutive years.
• Over 15 years of stable and trusted business operations.
• Values include Wow the Customer, Be the Solution, and Never Stop Growing.
• Welcomes applications from Neurodiverse candidates and offers flexible options.

Equal Opportunity

• First Focus welcomes applications from Neurodiverse candidates.
• AI-assisted recruitment tools are used, but do not make hiring decisions.
• Candidate information is handled in accordance with the Privacy Act 1988 (Cth).