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5 days ago Be among the first 25 applicantsAre you someone who thrives on creating memorable experiences and turning everyday interactions into something remarkable?The Head of Customer Experience is a senior leadership role responsible for delivering a remarkable customer experience across every touchpoint. As we expand rapidly, this role will take full ownership of our end-to-end customer journey from first contact through onboarding and support ensuring excellence, efficiency, and scalability.This role is pivotal in improving our enrolment experience, removing friction from the customer journey, and embedding a customer-first mindset into our digital and in-person experiences. Youll lead cross-functional initiatives, drive automation and AI adoption, and coach high-performing teams in customer service.What Youll DoMap and continuously optimise the entire customer journey across physical and digital touchpoints.Design intuitive enrolment workflows and digital experiences that convert with minimal friction.Align UX and messaging with customer needs and business objectives.Oversee day-to-day customer service operations across all Matrix campuses, ensuring consistent, high-quality support for parents and students.Lead, coach, and scale a high-performing customer service team.Identify and implement customer experience tools (e.g., Salesforce, Intercom, ChatGPT) to streamline communication, personalise support, and improve team efficiency.Introduce and manage AI and automation tools (e.g., chatbots, predictive analytics, sentiment analysis) to enhance service quality and responsiveness.Collaborate with Product, Marketing, Sales, and Technology teams to ensure a consistent and tech-enabled CX strategy.Build robust customer feedback loops and mechanisms to gather actionable insights.Define and own key customer metrics (e.g., NPS, CSAT, churn, onboarding time).Use data to drive continuous improvement and decision-making.Design, document, and implement scalable systems and frameworks across multiple locations.Contribute to leadership meetings and support implementation of strategic plans from the Board.What Youll NeedTertiary qualifications in Commerce, Business, Psychology, Engineering, or a related discipline.Proven experience in a senior customer experience or service leadership role.Demonstrated success leading CX transformations at scale, ideally across multiple locations or omnichannel environments.Expertise in mapping customer journeys and improving UX using data and behavioural insights.Strong proficiency with CRM, AI, and automation tools (e.g., Intercom, Salesforce, ChatGPT), as well as other modern CX platforms.Familiarity with customer experience frameworks (e.g., NPS, CES, Jobs to be Done, Journey Mapping).Track record of leading customer-facing teams and optimising service workflows.Excellent communication, analytical, and stakeholder engagement skills.Experience managing budgets and allocating resources effectively.Strategic thinker with a passion for solving problems and putting the customer first.Nice to haveExposure to behavioural psychology or design thinking frameworks.Experience in scaling CX operations across multi-site or national organisations.A few of our perksConvenient campus locations across Sydney.Modern, open-office environment.Competitive remuneration rates.Open and collaborative management team.Amazing facilities.Team outings and events.Apply below, or email your cover letter and resume to hr@matrix.edu.auSeniority levelSeniority levelExecutiveEmployment typeEmployment typeFull-timeJob functionJob functionBusiness Development and SalesIndustriesPrimary and Secondary EducationReferrals increase your chances of interviewing at Matrix Education by 2xGet notified about new Head of Customer Experience jobs in Sydney, New South Wales, Australia.Sydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 3 weeks agoHead of Resident Wellbeing & Customer ExperienceSydney, New South Wales, Australia 19 hours agoSydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 3 days agoSnapfish Regional Director, Australia & New ZealandSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 weeks agoSYD Client Services Dir. 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