Head of Customer Experience and Innovation

MAYDAY Recruitment
Brisbane, QLD
A$170,000-$190,000 p/a
Call Centre & Customer Service → Management & Support
Full-time
On-site

Posted 20 days ago


Lead customer strategy, optimize journeys, drive innovation, and collaborate with global teams to enhance engagement across B2B and B2C channels.

MAYDAY Recruitment is seeking a visionary Head of Customer Experience to lead customer engagement strategies across Australia and New Zealand for a global insurance company.

This senior leadership role is ideal for someone passionate about customer-centric transformation, digital innovation, and driving business growth in a fast-scaling organization.

What's in it for you?
• Full-Time permanent role
• $170,000 - $190,000 + super
• Join a company scaling rapidly across multiple regions.
• Location Brisbane CBD, with hybrid work model
• Take ownership of customer experience strategy and innovation at a national level.
• Work closely with international stakeholders to improve customer engagement.
• Lead digital transformation projects to enhance customer interactions.

Main responsibilities include:
• Develop and implement customer experience strategies to enhance engagement across B2B and B2C channels.
• Lead digital transformation initiatives, optimizing customer journeys and touchpoints.
• Oversee Voice of Customer programs, translating insights into actionable improvements.
• Collaborate across teams to embed a customer-first mindset in all business areas.
• Stay ahead of industry trends, driving continuous improvement and innovation.
• Mentor and manage a high-performing team, fostering collaboration and accountability.
• Build and maintain strong stakeholder relationships, including global and local executives.

The ideal candidate:
• Proven experience in customer experience, innovation, or transformation leadership.
• Strong leadership skills with the ability to manage teams and influence stakeholders.
• Expertise in project management and change implementation.
• Analytical mindset with the ability to interpret data and drive innovative solutions.
• Background in travel insurance or travel-related industries (preferred but not essential).
• Passion for delivering exceptional customer service and driving digital innovation.

If this sounds like the ideal next role, apply today!

Any questions, please reach out to [email protected]


About MAYDAY Recruitment

Sydney, NSW, Australia

This company does not have any further information provided at this time. We encourage you to research the company by searching for them to learn more about the company or role in question before applying.

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