Position: Customer Experience Officer (Affirmative Measures)

Salary: IBA Level 4 - $92,817 - $98,420 plus 15.4% superannuation

Employment type: Ongoing, Full time

Location: Brisbane or Canberra

Want to work with an organisation that drives financial inclusion and economic empowerment with Aboriginal and Torres Strait Islander people? Well, we've got just the job for you…

About IBA

At Indigenous Business Australia (IBA), we partner and invest with Aboriginal and Torres Strait Islander people who want to own their future. We go further than providing money - we invest in people, places and ideas that are ready. We help make them real. We’re deeply invested in the financial success and economic independence of Indigenous Australians. It’s why we exist.

We offer a range of services to help Indigenous Australians create wealth, seize investment opportunities, build businesses, and purchase homes. We do this with a commercial mindset and by building respectful, productive partnerships across communities, government, and the private sector.

Our people are invested, informed, responsive, respectful and connected.

The Opportunity

"We are seeking a Customer Experience Officer to join our Community & Customer Experience team and contribute to an exciting period of growth. This role offers a unique opportunity to help shape the future of Indigenous economic empowerment by supporting the delivery of innovative initiatives that enhance customer outcomes. As part of a team committed to operational excellence and continuous improvement, you will work closely with stakeholders to expand the reach and impact of IBA’s products and services across communities.

About the role

The Customer Experience Officer will assist in the design and delivery of various initiatives across the Products and Markets program areas to inform, drive and support operational excellence, continuous improvement and the customer experience. This role will provide operational and project management support to the Community and Customer Experience team including managing customer and stakeholder engagements, reporting and ensuring that all initiatives are managed through effective communication and in accordance with policy and procedure. This role will work closely with the program areas and key stakeholders to expand the delivery of IBA's products and services to create long term impact for our customers and communities.

What you’ll bring to the team

• Awareness and understanding of Aboriginal and/or Torres Strait Islander societies and culture.
• Ability to liaise and communicate sensitively and effectively with Aboriginal and Torres Strait Islander staff.
• Experience in building networks and maintaining productive relationships with internal and external stakeholders.
• Demonstrated capability to coordinate projects and contribute team performance to deliver objectives and competing demands.
• Exceptional customer service with good verbal and written communication skills, active listening, and professional phone manners.
• Well-developed writing skills, and the ability to communicate complex concepts in a clear and concise manner, including preparing papers.

What you will get in return

• A values-based organisation committed to Indigenous economic empowerment.
• 15.4% employer superannuation contribution.
• Not-for-profit status with access to salary packaging.
• 4 weeks annual leave, with options for half-pay or purchased leave.
• Paid Christmas shutdown without leave deduction.
• Flexible working arrangements.
• Professional development opportunities.
• 18 days personal/carer’s leave.
• NAIDOC leave.
• First Nations Ceremonial Leave.
• Cultural Leave.

Want to know more about IBA?

Visit www.iba.gov.au

Applications close: 22 July 2025

Please note: Emailed applications will not be accepted, nor will applications from recruitment agencies

'This position is being advertised under provisions of the Racial Discrimination Act 1975 that enable affirmative measures to identify opportunities as open only to Aboriginal and Torres Strait Islander applicants'