Customer design & improvement lead brisbane

Location

Note: Can be based in Melbourne (Airport) or Brisbane (Karawatha).

Role Overview

Love fixing what's broken, simplifying the complex, and making things run better? This is your chance to step into a high-impact role and shape how Freight delivers customer experience end-to-end.

Title

Customer Design & Improvement Lead

Reporting

Reporting to the GM, Customer Experience – Freight, you'll lead the optimisation agenda cutting friction for customers, reducing wasted effort for teams, and ensuring new products and services land seamlessly into scalable, fit‐for‐purpose processes.

What You'll Be Doing

• Spot what's slowing us down (and fix it) across Freight customer journeys.
• Lead cross‐functional improvement projects, workshops and journey mapping.
• Reduce rework, duplication and manual processes to lift productivity.
• Drive operational readiness for current products, services and policy changes.
• Turn customer feedback, complaints and data into real improvements.
• Track and report impact: CX uplift, efficiency gains, measurable outcomes.

What You'll Bring

• Solid stakeholder influence and credibility across teams and leaders.
• A continuous improvement mindset with sharp analytical thinking.
• Confident communication and facilitation skills.
• Energy, drive and a "let's make it better" attitude.
• Curious and collaborative mindset with a passion for teamwork.
• Advanced proficiency in Salesforce.

What We Offer

Competitive salary above industry standards. Upskilling, training, mentoring and more to support your career development journey. Fun and practical employee perks and discounts. Versatile work, including work from home. Inclusive parental leave policy that supports all parents & carers. Peer recognition awards to acknowledge when you go above and beyond. An inclusive workplace, works for everyone. We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us.

Equal Opportunity Employer

As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply.