AU Customer Experience Execution Lead

SUMMARY:
Are you a customer experience professional with strong team leadership experience who thrives on solving complex operational challenges?

We’re looking for a Customer Experience Execution Lead (SME) to become the go-to expert for CX operations, helping optimise processes, strengthen service quality and create a seamless customer experience.

POSITION INFO:
You'll take ownership of complex CX queries, technical escalations and operational challenges while providing expert guidance to the wider customer service team. Responsibilities will include: Acting as the SME for complex customer queries and system escalations Supporting inbound calls, emails and chat during busy periods Handling customer complaints and escalations professionally Monitoring CX activity, service levels and performance metrics Identifying process and customer journey improvements Developing and maintaining SOPs, knowledge bases and training documentation Monitoring interaction quality and ensuring policy\/process compliance Working closely with claims and operational teams Reporting on customer trends, performance and operational challenges Driving practical improvements that increase efficiency without compromising service quality Requirements 3+ years' experience as a Team Lead in a customer service environment Excellent written and verbal communication skills Strong problem-solving and analytical ability Experience working with customer service metrics and reporting Excellent organisation and prioritisation skills A proactive, practical and hands-on approach The ability to build strong relationships across teams A willingness to become an expert in products, systems and processes The confidence to work independently and take ownership of operational challenges Working hours: Monday-Friday, 12:00 AM-8:00 AM (Australian hours) and is office based.