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About the role
Key responsibilities & impact- Lead MYOB's Voice of Customer and Partner approach
- Own customer relationship architecture and end-to-end journey orchestration
- Govern high-impact issues when normal channels are not progressing
- Work across Product, Design, Technology, Support, Services, Sales, Marketing, Customer Success, Finance, Legal, and Operations to ensure coordinated paths for customers
- Connect fragmented experiences
- Drive stuck issues forward
- Turn customer insights into action and systemic improvement
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, all of our centrally located offices come together for a number of in-person celebrations and social events
- 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
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experiencerelationship architecturejourney orchestrationjourney analyticsroot-cause analysisdashboardsAI-supported journeysdigital journeysassisted journeyshuman journeys
Soft Skills
people leadershipdirection settingprioritizationcoachingaccountabilityanalytical thinkingsystems thinkingsound judgementissue resolutioncustomer-led prioritization
Certifications
relevant tertiary qualification