Drive exceptional customer journeys in clean energy finance

Hanwha Energy Australia is on a mission to accelerate Australia’s transition to renewable energy. As a leading energy retailer, we’re expanding into sustainable finance solutions that make solar and battery storage more affordable and accessible for homes and businesses.

This is a rare opportunity to join us at launch and shape the customer experience function from the ground up. The quality of our service, and the satisfaction of our customers and partners, will define our success, and you’ll be at the centre of it.

About the Role

As Customer Experience Manager, you’ll lead all aspects of the customer journey, designing seamless processes, building a high-performing team, and ensuring every customer interaction reflects our values of trust, accessibility, and sustainability. Reporting to the Senior Product Manager, you’ll create a culture where customer advocacy is embedded in everything we do.

What You’ll Do

Customer Journey & Strategy – Map and continuously refine the end-to-end journey, making every step simple and positive.

Team Leadership – Build and inspire a customer experience team focused on first-contact resolution, empathy, and excellence.

Service Operations – Oversee phone, email, and digital channels; manage escalations and complaints with efficiency and care.

Data-Driven Improvement – Track key metrics (CSAT, NPS, resolution times) to identify friction points and implement solutions.

Cross-Functional Collaboration – Partner with Sales, Credit, Operations, and Marketing to deliver consistency and clarity across all touchpoints.

Compliance & Risk – Ensure processes align with industry regulations (NCCP) and internal frameworks.

Brand Advocacy – Be the voice of the customer internally and an ambassador of our mission externally.

What You’ll Bring

5+ years’ leadership experience in customer experience/service roles, ideally in finance, fintech, or consumer credit.

Proven success in building and managing high-performing customer teams.

Deep knowledge of customer service principles and omnichannel service delivery.

Analytical mindset with experience using data and metrics to drive improvements.

Excellent communication and negotiation skills with stakeholders at all levels.

A proactive, empathetic, and customer-first mindset.

Genuine passion for sustainability and customer advocacy.

Nice to Have:

Startup or scale-up experience.

Familiarity with CRM and service platforms (e.g. Twilio, Zendesk).

Offshore contact centre management experience.

Knowledge of the Australian solar, battery, or electricity markets.

Why Join Us?

Be part of a mission-driven company shaping Australia’s renewable energy future.

Build and lead a customer experience function from the ground up.

Work in a dynamic, collaborative environment where ideas become action.

North Sydney location with a flexible, supportive culture.