CX Transformation Specialist

We are seeking a skilled Customer Experience Consultant to join our team. As a key member of our consulting group, you will be responsible for helping businesses scale with AI and best-in-class technology solutions.

The ideal candidate will have a strong understanding of customer service operations, including workflows, SLAs, automation, reporting, and self-service strategies. You will design and optimize scalable solutions to meet the needs of our clients.

This role requires a proven ability to solve problems, map customer journeys, and translate business needs into platform configurations. You will lead discovery workshops, configure and implement Zendesk products, and deliver training and handover documentation.

As a Customer Experience Consultant, you will work closely with sales, project managers, and our wider consulting and development teams to deliver excellent results for clients across Australia and New Zealand. You will stay ahead of the curve with Zendesk features, AI capabilities, and CX best practices, advising clients accordingly.

• Key Responsibilities:
• Lead solution discovery sessions with clients to understand CX pain points and translate them into practical Zendesk solutions.
• Configure and implement Zendesk products (Support, Guide, Explore, Chat, Talk) tailored to each client's business needs.
• Design and deliver customer training and handover documentation.
• Work alongside our delivery team to ensure smooth implementation, testing, and go-live support.
• Assist with integrations (e.g. Aircall, CRMs, apps) – working with our dev team or recommending off-the-shelf tools.
• Stay ahead of the curve with Zendesk features, AI capabilities, and CX best practices – advising clients accordingly.
• Support pre-sales solution design when needed, working with the sales and practice leads to shape the right approach.

Required Skills and Qualifications:

• Proven experience with Zendesk or Service-adjacent CX platforms in a consulting, admin, or implementation role is a plus, but Zendesk is preferred.
• Strong understanding of customer service operations, including workflows, SLAs, automation, reporting, and self-service strategies – with the ability to design and optimize scalable solutions.
• Problem Solving and solution design capabilities – skilled in gathering requirements, mapping customer journeys, and translating business needs into platform configurations.
• End-to-end CX project experience, from discovery and stakeholder engagement to implementation, testing, and go-live support.
• Awareness of AI and automation trends in CX, with an interest in helping clients adopt smart, efficient technologies to improve service delivery.
• Excellent communication and stakeholder management skills – you're comfortable facilitating workshops, leading client meetings, translating technical jargon for non-technical audiences, and delivering training to diverse teams.
• Organised, self-motivated, and collaborative, with a track record of managing multiple projects and building strong client relationships.

Benefits:

• Work with some of the best-known brands in Australia and NZ on meaningful CX transformation projects.

• Be part of a nimble, growing team where your ideas actually influence the way we work.

• Get early access to emerging AI features and help shape how our clients apply them in Zendesk.

• Opportunities to grow with the business – more responsibility, deeper tech, or leadership, depending on where you want to head.

At our organization, we are committed to building a diverse and inclusive team. Even if you don't meet every single requirement, if you bring passion, drive, strong problem-solving ability, and transferable skills, we encourage you to apply. You may be exactly who we're looking for.

Keen to join a team that's shaping the future of CX with Zendesk, AI and smart integration?