Customer Experience Lead – Drive Operational Excellence & Lift Service Performance
If you thrive in a dynamic, high-visibility environment where operational precision meets strong stakeholder engagement, this role will suit you down to the ground. Boral, our client, is seeking someone who can keep complex moving parts connected, efficient and customer-focused, all while contributing to national improvement initiatives that shape the future of service.
What You'll Drive
Operational excellence you can measure –
Ensure on-time delivery, high service levels and improved customer satisfaction, all while keeping a close eye on performance metrics and service KPIs.
Smart resourcing & workflow optimisation –
Partnering with the Cement allocations team to lead and implement standardised systems and processes that drive delivery of KPIs including on-time delivery, grade of service and reduction of call abandonment rate.
Strong cross-functional alignment –
Build effective working relationships across Sales, Operations and Supply Chain to improve coordination and reduce friction.
National contribution & continuous improvement –
Support broader business initiatives, contribute to operational strategy and help identify smarter, more productive ways of working.
Customer experience uplift –
Play a key role in delivering interactions that directly lift Boral's Net Promoter Score and strengthen customer loyalty.
What You Bring
You're a strong operator with a strong background in Customer Experience, who's steady under pressure, confident in complex environments and able to influence outcomes through clear communication and practical problem-solving. You think commercially, work collaboratively, and aren't afraid to challenge inefficiencies when you see them. You're also comfortable navigating systems, processes and data — and you take pride in creating order where others see chaos.
If you enjoy working at the centre of the action, bringing people together, improving service outcomes and keeping operations running with a safety focus, this role will give you both challenge and impact.
For a confidential discussion or to find out more please contact Rachel Shermer on .
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