Being in a business support role at Australia Post means helping our people deliver for every Australian. Just like our Posties, you're still the people behind every parcel. Whatever your team or role, you're helping grow our people, grow our business and make a lasting impact on the Australian community. You'll find a culture of connection in our great people and the flexibility to balance work with life outside of it.
About the opportunity
This is a rare opportunity to shape the future of customer experience at one of Australia's most trusted brands.
As Head of Customer Success Customer Experience, you'll play a pivotal leadership role in defining and executing the customer experience vision across Australia Post. Leading a diverse team spanning customer experience, insights, quality, change and analytics, you'll shape how our contact centre and customer service operations deliver for millions of Australians.
Reporting to the General Manager, Customer Success, you'll champion a customer-led culture, using data, insights and innovation to drive meaningful improvements across the customer journey. From elevating our Voice of Customer programs and service quality frameworks to leading strategic transformation initiatives, you'll ensure customer needs remain at the heart of decision-making.
This is more than a customer experience leadership role. It's an opportunity to create lasting impact at enterprise scale, bring together people, technology and insights to solve complex challenges, and help shape the future of how Australia Post serves customers and communities.
Key Responsibilities
- Lead and execute the Customer Experience strategy, aligning customer outcomes with Customer Success and broader enterprise priorities.
- Drive Voice of Customer, quality governance and customer insight programs to improve service delivery, customer trust and frontline capability.
- Partner with Technology, Data and Operations leaders to leverage customer insights, analytics and platforms that enhance customer and employee experiences.
- Build a high-performing, customer-obsessed culture that champions continuous improvement, change adoption, safety and wellbeing.
About you
You're a strategic and customer-centric leader who thrives in complex environments and can translate customer insights into measurable business outcomes. You bring a strong commercial mindset, exceptional stakeholder engagement skills and a passion for creating experiences that make life easier for customers and frontline teams alike. You are comfortable influencing at executive level, leading through change and fostering a culture of accountability, innovation and collaboration.