Customer Experience Lead

3 days ago

Brisbane, Queensland, Australia beBeeExperience Full time $120,000 - $150,000

Job Overview:

We are seeking a Customer Experience Lead to own the end-to-end customer journey for our services in Australia, with seasonal support across New Zealand.

This role is responsible for leading the customer experience before, during, and after OPU, with a clear focus on retaining at least 90% of customers, attracting new customers, ensuring seamless coordination, and acting as the critical link between customers, lab teams, operations, and commercial.

Key Responsibilities:

  • Be the primary point of contact for all customer communications from booking through to embryo reporting and feedback.
  • Ensure customers are fully informed and confident about the IVF process, timeline, and mutual expectations for successful outcomes.
  • Own pre-, during- and post-OPU follow-ups including data collection, rebooking discussions, and satisfaction checks.
  • Proactively gather and use customer feedback to drive improvements in experience and retention.
  • Build strong, empathetic relationships based on trust, transparency, and responsiveness.
  • Cross-functional coordination and communication with internal teams (Lab, Ops, Finance, Commercial).

Requirements:

  • Proven success in customer success, service, or coordination role.
  • Strong verbal and written communication with listening and empathy.
  • Excellent time management, prioritisation, and detail orientation.
  • Confident navigating systems (CRM, ticketing, customer software).
  • Able to travel occasionally as required.

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