We're a leading business management solution with a core purpose of helping more businesses in Australia and New Zealand start, survive and succeed. Our goal is to give every person in business the tools they need to focus on what really matters and do Big Things – whatever big looks like for them.
About The Role
You'll be a Customer Experience Manager on MYOB's Mid-Market Customer Success and Experience team, leading how we engage with customers and partners across the moments that matter most.
This role sits at the intersection of customer advocacy, operational leadership and cross‐functional execution. You will work across Product, Design, Technology, Support, Services, Sales, Marketing, Customer Success, Finance, Legal and Operations to ensure customers experience a single, coordinated path across AI‐led, digital, assisted and human interactions.
What Will Keep You Busy
* Develop Voice of Customer and Partner strategy and measurement, including listening points across the journey and metrics such as NPS, CSAT, CES, qualitative feedback and behavioural signals
* Design customer relationship architecture and orchestrate end‐to‐end journeys across onboarding, support, growth, renewal and advocacy
* Create experience design across AI‐led, digital, assisted and human interactions, ensuring clear hand‐offs that protect trust, quality and outcomes
* Govern complex, sensitive and high‐risk customer issues, including Heal Desk, executive complaints and cross‐functional critical matters
* Manage end‐to‐end complaints, govern customer communication and maintain closed‐loop operating cadences so customers receive clear updates and issues are driven through to closure
* Conduct root cause analysis and drive systemic improvement programs that reduce friction, eliminate recurring problems and improve retention, loyalty, adoption and cost to serve
* Lead a high‐performing customer experience function, including setting direction, building capability and developing specialist team members
What We'd Love To See From You
* Proven background in customer experience and relationship architecture, customer operations, journey orchestration or related leadership roles in complex B2B tech, SaaS, financial services or similar environments
* Proven people leader who sets direction, prioritises well, coaches teams and drives accountability
* Strong voice of customer, journey insight and customer‐led prioritisation experience
* Track record of crafting journeys and reducing friction across customer touchpoints
* Ability to lead complex cross‐functional issue resolution without direct authority
* Strong analytical and systems thinking, including dashboards, root‐cause analysis, journey analytics and executive reporting
* Sound judgement balancing customer, commercial, compliance, risk and operational outcomes
* Experience designing or governing AI‐supported, digital, assisted and human journeys
* Relevant tertiary qualification is advantageous
Our Culture & Benefits
* Enjoy a flexible, hybrid workplace that brings balance to how you work, with centrally located offices and regular in‐person celebrations and social events
* Receive financial help to set up a home office and benefit from corporate discounts and vouchers from top retailers
* Access our partnership with Sonder, supporting wellbeing for team members
* Unlock your potential through in‐house training and programs, LinkedIn Learning, conferences and study assistance
* Take advantage of a variety of leave options, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave and study leave
* Join communities built around Wellness, Belonging and the Planet, where you can make a meaningful contribution
* We're proud to be an equal opportunity employer and believe the best hires don't just fit our culture – they add to it. We're committed to welcoming people who can bring their unique experiences and fresh perspective to the table
We use artificial intelligence tools to support parts of the hiring process, such as reviewing applications and analyzing resumes, but final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.
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