Customer Experience Manager – Mid Market

MYOB

Customer Experience Manager leading customer engagement strategies at MYOB. Shaping customer advocacy and implementing journey orchestration through cross-functional collaboration.

Posted 6/1/2026full-timeSydney • 🇦🇺 AustraliaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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
Customer relationship architecture and end-to-end journey orchestration across onboarding, support, growth, renewal, and advocacy
Experience design across AI-led, digital, assisted, and human interactions, including clear hand-offs that protect trust, quality, and outcomes
Governance of complex, sensitive, and high-risk customer issues, including Heal Desk, executive complaints, and cross-functional critical issues
End-to-end complaints management, customer communication governance, and closed-loop operating cadences so customers receive clear updates and issues are driven through to closure
Root cause analysis and systemic improvement programs that reduce friction, remove recurring problems, and improve retention, loyalty, adoption, and cost to serve
Leadership of a high-performing customer experience function, including setting direction, building capability, and developing specialist team members

Requirements

What you’ll need

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
Proven success crafting journeys and reducing friction across customer touchpoints
Proven track record 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 advantageous

Benefits

Comp & perks

Enjoy a flexible, hybrid workplace that brings balance to how you work
Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers
Benefit from our partnership with Sonder, which supports the wellbeing of our team members
Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance
Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more
Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experiencerelationship architecturejourney orchestrationroot cause analysisjourney analyticsdashboardscomplaints managementsystemic improvement programsAI-supported interactionsdigital interactions

Soft Skills

leadershipcoachingaccountabilityanalytical thinkingsystems thinkingjudgementprioritisationcommunicationproblem-solvingcollaboration

Certifications

relevant tertiary qualification