• Lead a customer experience transformation
• Develop a centralised Customer Experience Centre of Excellence
• Partner with Operational Leaders

About the opportunity

A large and highly respected national organisation who design and deliver transport solutions, is entering a new phase of growth and transformation and is seeking an experienced Customer Experience Manager to lead the evolution of its customer service and feedback operations.

Based in Bankstown, you will take ownership of a growing customer experience team and play a key role in centralising the function into a high-performing Customer Experience Centre of Excellence. Reporting initially to the Head of People & Culture, you will lead a team responsible for managing customer enquiries, complaints, compliments and feedback while ensuring strict service standards are maintained.

This role sits at the intersection of customer insight and operational performance. You will analyse feedback trends, oversee escalation management, improve response processes, and work closely with operational leaders to address recurring issues and strengthen service outcomes. Success in the role will come from your ability to transform feedback into practical improvements that enhance the overall customer experience.

Over the first 6–12 months, you will play a critical role in centralising the team, strengthening reporting and performance visibility, improving complaint resolution processes, and building a strong customer first culture.

About you

You are an experienced customer experience or service operations leader who enjoys improving systems, processes and team performance in fast-moving service environments.

You have led customer service or complaint management functions previously and understand how to operate within KPI driven environments. You bring strong analytical capability, experience working with CRM platforms such as Salesforce, and the ability to turn customer feedback into operational improvements.

You are a collaborative leader who builds strong relationships with operational teams and enjoys influencing outcomes that improve service quality.

What’s on offer

This is a rare opportunity to build and shape a centralised customer experience function within a large and evolving organisation.

You will have the autonomy to implement new ideas, develop a high performing team, and work closely with senior leaders across operations and communications functions. The organisation offers a supportive leadership environment, strong collaboration across teams, and the opportunity to make a visible impact on the service experience delivered to communities every day.

For further information please apply via the role advert or contact Sarah Layer or Scott Craig with any specific questions: scottc@areteexecutive.com.au.

You must have unrestricted working rights in Australia to apply. As part of the process, pre-employment checks will be conducted.

Arete Executive specialises in the Search & Recruitment of Leadership & Executive roles throughout Australia. We offer cost effective headhunting services from 10% with guaranteed results delivered in under 20 days. Candidate confidentiality is assured with all applications, with your privacy being our utmost priority. Partner with us for fast, reliable, and impactful recruitment solutions.