Job Title

Lead the Member Experience: Director of Customer ExperienceAbout UsAt Paywise, we exist to help members get more out of life through smarter salary packaging and novated leasing. With market-leading speed, integrity, and personal service, we make complexity feel simple and deliver a genuine member-first experience. In a high-performance environment where our team cares deeply about its work, every member is engaged and actively contributing to our ambitious growth journey. Were growing fast and are looking for a Director of Customer Experience in Perth or Melbourne to help shape the next chapter of our journey. If youre someone who obsesses over member satisfaction, thrives on pace, and leads with accountability, wed like to meet you.What We OfferCompetitive remuneration package with performance incentivesEmployee Benefits and Salary Packaging (we practice what we preach)Ongoing professional development and leadership growth supportIndustry recognition and career-defining challengesAccess to our Employee Assistance and Wellbeing ProgramAbout the OpportunityOur Customer Experience team are seeking a Director of Customer Experience to join them. Reporting to Chief Operating Officer (COO), your key responsibilities will include:Lead and manage a high-performing, 24/7 call centre operation, consistently maintaining an average speed to answer of under 30 seconds and ensuring efficient processes and consistent, high-quality service delivery.Drive measurable improvements across key metrics-including NPS, member satisfaction, call resolution rates, and turnaround times-by identifying and addressing pain points in the customer journey to enhance member engagement and retention.Drive innovation by collaborating closely with our Tech and Product teams to elevate the digital member experience, introducing automation and self-service capabilities without compromising personal service.Implement and refine streamlined processes to boost operational efficiency and deliver exceptional member satisfaction at every touchpoint.Develop and execute strategies to continuously improve the customer experience, ensuring all initiatives are aligned with Paywises Leadership Code and organisational values.Provide ongoing training, coaching, and support to the customer experience team, fostering a culture of excellence, accountability, and positive member outcomes.You will champion our Leadership Code, embedding the values of integrity, speed, and responsiveness across the CX team.About YouYou are a strategic leader with a passion for delivering exceptional customer experiences in a dynamic environment.You believe customer service is a brand differentiator, not a cost centre.You thrive in fast-paced settings, balancing long-term vision with operational excellence.You care about your team, lead from the front, and model the behaviours you want others to follow.You are data-driven, analytical, and adept at identifying and resolving customer journey pain points.You are a collaborative influencer, able to inspire teams and work cross-functionally.Your leadership style is grounded in accountability, transparency, and a commitment to continuous improvement.ExperienceSignificant experience (7+ years) in customer experience, or call centre management, including leadership of 24/7 operations.Sound knowledge of novated leasing and salary packaging, including their processes, benefits, compliance requirements, and impact on member experience.Proven track record of managing high-performing teams and achieving ambitious service level targets (e.g., average speed to answer, customer satisfaction).Demonstrated success in building customer and brand loyalty, with a track record of improving customer satisfaction, retention, and advocacy in a service-driven environment.Demonstrated ability to design and implement customer experience strategies and process improvements.Experience leading cross-functional teams and collaborating with stakeholders at all levels to deliver innovative CX solutions and drive cultural change.Experience with training, coaching, and developing customer service professionals.Strong analytical skills, with the ability to leverage data and feedback to drive decision-making and measure outcomes.Desirable experience and qualificationsExperience in financial services, member-based organisations, or similar regulated industries.Bachelors degree in Business, Finance or a related field.Familiarity with call centre technologies, CRM systems, and customer experience analytics tools.Demonstrated alignment with organisational leadership values and codes.Next StepsWe are committed to building a diverse and inclusive workplace. We encourage candidates from diverse backgrounds to apply and join our team at Paywise. Apply now! #J-18808-Ljbffr