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]