About EPSA
Energy Power Systems Australia (EPSA) is the authorized supplier of Cat power systems in Australia, PNG, and the Solomon Islands. As a leading provider of sustainable energy solutions, EPSA delivers new and used engines, generators, hybrid energy systems, and rental solutions for power generators, compressors and temperature control systems.
Head of Customer Experience – Role Overview
This senior leadership role reports to the General Manager – Customer Experience and leads EPSA's enterprise approach to customer experience. The Head of Customer Experience provides clear accountability for shaping how customers experience EPSA across the organisation, working closely across Sales, Operations and Solutions to drive strong customer and commercial outcomes. Direct line responsibility for the Marketing function ensures brand, communications and go‐to‐market activity align with customer experience priorities.
A Day in the Life
Providing enterprise leadership for EPSA's customer experience framework, standards, and priorities
Leading and developing the Marketing function, ensuring alignment between brand, communications, and customer experience objectives
Partnering with General Managers and functional leaders to embed customer‐led decision‐making across the business
Establishing and governing customer journey standards to ensure a consistent, high‐quality experience
Defining and overseeing key customer experience metrics, health indicators, and reporting cadences
Identifying customer risks and opportunities early, and working with the business to resolve issues proactively
Supporting enterprise planning, prioritisation, and executive reporting through the General Manager – Customer Experience
Collaborating closely with Sales, Solutions, and Operations to align customer experience initiatives with commercial outcomes
Representing the voice of the customer in strategic discussions, transformation initiatives, and change programs
Qualifications & Skills
Brings senior experience in customer experience, service strategy or customer‐led transformation within complex B2B environments
Has experience leading a small to mid‐sized team, including responsibility for Marketing or customer‐facing functions
Understands how customer experience, insight, and brand contribute to commercial performance
Has strong influencing skills and the ability to work across functions without direct authority
Is comfortable translating strategy into clear frameworks, priorities and actionable initiatives
Communicates with credibility at senior leader and executive levels
Demonstrates behaviours aligned to EPSA's values of Safety & Wellbeing, Honesty, Accountability, Performance and Engagement
Benefits
* Seamless onboarding – Start strong with our centralised induction program at Mulgrave Head Office
* Celebrate you – Enjoy paid leave on your birthday and volunteer leave to give back
* Exclusive discounts – Retail discounts, Cat merchandise and health insurance offers
* Drive your way – Access vehicle novated lease options
* Support for families – Paid parental leave for life's most important moments
* Grow with us – Job‐relevant education support, Cat University and ongoing development
* Recognition matters – Employee Recognition Program and Service Awards
* Wellbeing first – 24/7 confidential support through our Employee Assistance Program
This is a unique opportunity to influence how EPSA designs, delivers and continuously improves the experience for its customers – with real impact at the enterprise level. Apply now!
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