Customer Experience Director

2 weeks ago

Sydney, New South Wales, Australia XE Full time

At XE, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API, and quick, easy, secure Money Transfers for individuals and businesses.

We leverage technology to deliver these services through our website, mobile apps, and over the phone. Our mission is to put our customers first by providing an exceptional customer experience.

Last year, we helped nearly 300 million people access information about the currencies that matter to them, and over 350,000 people used us to send money overseas. Thousands of businesses relied on us for information about the currency markets, advice on managing their foreign exchange risk, or trusted us with their business-critical international payments.

We are proud to be part of Euronext Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our three key brands – XE, HiFX, and Ria Money Transfer – to become the business that XE is today.

The purpose of this role is to effectively manage customer relationships, ensuring the reputation of XE is protected and that all complaints are handled within regulatory guidelines.

This position will lead from the front in ensuring a high-quality service is being delivered to customers. This includes providing feedback to managers on individuals and processes, highlighting any concerns, and making recommendations for improvement.

We value a sense of belonging, trusting each other, and encouraging authenticity. We contribute to our community.

Key Responsibilities
  • Drive the Customer Care Team to deliver a high-impact support experience for consumers and businesses during their end-to-end engagement with XE, meeting key performance targets and service levels.
  • Strategic Output: Encourage a 'one global team' culture as we evolve our 'follow the sun' support model and provide additional support bandwidth to other regions during peak times.
  • Thrive on excellence: Drive excellence as the team responds to inbound queries from XE's global customer base.
  • Complaints Management: Manage escalated cases and formal complaints, lead changes in XE's processes to reduce the number of formal complaints.
  • Relationship Builder: Build strong relationships with internal stakeholders and drive the team to build strong customer relationships with XE, where consumers view XE as their 'go-to' transaction provider.
  • Problem Solver: Identify any issues in the end-to-end process and highlight areas for improvement, working collaboratively with key teams. Work closely with global peers to share best practice.
  • Mentorship: Responsible for empowering and coaching the customer care team to optimize overall team performance. Actively coach team members to improve performance using quality assurance processes.
  • Revenue targets & milestones: Achieve revenue targets as the customer care team is empowered to execute simple, low-value money transfers directly for customers.
  • Enforce adherence to standard global processes, actively monitoring performance and suggesting continuous improvements to tools and processes.
  • Continuous product Improvement: Contribute feedback on our digital tools and insights on how to optimize digital self-serve for our consumers, thus reducing support call volumes.
  • Sharing of best practice: Build a learning culture, where teams share important knowledge and best practice.

  • Customer Experience Director

    3 weeks ago

    Sydney, New South Wales, Australia inchcape Full time

    Director of Customer ExperienceWe are seeking an exceptional leader to join our team as the Customer Experience Director at our Artarmon Dealership.About the RoleThis is a unique opportunity for a seasoned professional with a proven track record in sales leadership and customer experience management. You will lead, coach, and inspire a high-performing team...

  • Senior Customer Experience Director

    1 day ago

    Sydney, New South Wales, Australia Simpro Software Pty Ltd Full time

    About the RoleWe are seeking a highly skilled Senior Customer Experience Director to lead our global customer support team at Simpro Software Pty Ltd. This is an exceptional opportunity for a seasoned professional with expertise in driving strategic growth and delivering world-class customer satisfaction.Salary: $120,000 - $180,000 per annum (dependent on...

  • Marketing Director

    2 weeks ago

    Sydney, New South Wales, Australia Woolworths Group Full time

    Customer Experience Marketing RoleWe are seeking a highly skilled Marketing Director - Customer Experience to lead our customer experience initiatives and drive business growth.

  • Customer Experience Director

    6 days ago

    Sydney, New South Wales, Australia XE Full time

    Xe is a global leader in currency services, delivering innovative solutions to individuals and businesses. We strive to create a seamless customer experience through our comprehensive range of products and services.As a Customer Experience Director at Xe, you will play a crucial role in driving our mission forward. Your primary focus will be on leading the...

  • Director of Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia REA Group Full time

    Job DescriptionEstimated Salary: AU$180,000 - AU$200,000 per yearWe are seeking a highly skilled Director of Customer Experience to lead our Customer Success team in Sydney. As a key member of our leadership team, you will be responsible for driving customer adoption, retention, and advocacy.About the Role:Lead a team of Customer Success Consultants to...

  • Customer Experience Director

    2 days ago

    Sydney, New South Wales, Australia Standards Australia Full time

    About the RoleThe Customer Experience Director will be responsible for delivering an exceptional customer experience for all Standards Australia's customers interacting with the customer success team. This includes supporting the end-to-end customer lifecycle for SA Store customers.This role focuses on building customer-centric capabilities and performance...

  • Commercial Director of Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia William Grant & Sons Full time

    OverviewWe are seeking a highly experienced and skilled Commercial Director of Customer Experience to join our team at William Grant & Sons. This is an exciting opportunity to drive commercial growth and develop a customer-centric approach across our business.Job SummaryThe Commercial Director of Customer Experience will be responsible for developing and...

  • Customer Experience Director

    1 week ago

    Sydney, New South Wales, Australia Scentre Group Full time

    About the RoleWe are seeking an experienced Customer Experience Director to join our Westfield Penrith team. As a key member of our marketing team, you will be responsible for delivering exceptional customer experiences every day.Key ResponsibilitiesDevelop and Execute Marketing Plans: Develop the Centre's Marketing Plan and oversee the flawless execution of...

  • Customer Experience Director

    2 weeks ago

    Sydney, New South Wales, Australia BONDS Outlet Full time

    About the RoleWe are seeking a highly motivated and enthusiastic Customer Experience Director to join our team at BONDS Outlet Store.This is a full-time role working across a Sunday-Thursday roster with an estimated salary of AU$70,000 - AU$90,000 per annum, depending on experience.Company OverviewBONDS is part of Hanes Brands Australasia, home to some...

  • Customer Experience Director

    2 weeks ago

    Sydney, New South Wales, Australia EBOS Group Limited Full time

    About EBOS Group LimitedEBOS Group Limited is a leading Australian Healthcare wholesaler, servicing the primary market for over 30 years. As an ASX listed company, we provide healthcare professionals with a wide range of products and services.The RoleWe are seeking an experienced Customer Experience Director to join our Shared Services Team in Wetherill...

  • Customer Experience Director

    2 weeks ago

    Sydney, New South Wales, Australia Programmed Full time

    PERSOLKELLY, a leading partner of innovative homewares wholesalers, is seeking an experienced Customer Service Manager to contribute to the company's growth in Alexandria.As a vital member of the team, you will report directly to the Director and play a crucial role in enhancing customer experiences and staff capability.About the RoleThe Customer Service...

  • Director of Customer Experience

    1 month ago

    Sydney, New South Wales, Australia Optus Full time

    About the RoleWe are seeking a highly skilled and experienced Director of Analytics and Insights to join our team at Optus. As a key member of our leadership team, you will play a pivotal role in driving the Voice of the Customer (VOC) program and analytics initiatives across the enterprise.Key ResponsibilitiesDevelop and drive the VOC strategy to improve...

  • Executive Director – Customer Experience

    1 month ago

    Sydney, New South Wales, Australia Big Umbrella Full time

    Big Umbrella is seeking an Executive Manager – Customers, People to facilitate the ongoing success of our Workplace Health & Rehabilitation Provider in Sydney CBD. Reporting to the Managing Director, the key responsibilities include:Business development – cultivate robust relationships with new customers (Insurers & Employers)Customer relationship...

  • Customer Experience Transformation Director

    2 weeks ago

    Sydney, New South Wales, Australia TPG Telecom Full time

    Job DescriptionAt TPG Telecom, we are revolutionizing the way our customers experience our products and services. We are seeking a highly skilled Customer Experience Transformation Director to lead our efforts in delivering exceptional customer experiences.Company OverviewWe are a dynamic business with a portfolio of powerful brands, including Vodafone, TPG,...

  • Director of Customer Experience and Operational Excellence

    1 day ago

    Sydney, New South Wales, Australia Marriott Full time

    Experience the Ultimate in Customer Service as a Director of Customer Experience and Operational ExcellenceWe are seeking an exceptional individual to lead our team as a Director of Customer Experience and Operational Excellence at Sheraton Hotels & Resorts. In this pivotal role, you will oversee the daily operations of our lobby lounge, ensuring seamless...

  • Director of Customer Experience and Insights

    2 weeks ago

    Sydney, New South Wales, Australia MLC Life Insurance Full time

    Transforming Insurance with Customer-Centric ExcellenceMastery over customer experience is at the heart of MLC Life Insurance's vision to become Australia's most trusted life insurer. We seek a seasoned Director of Customer Experience and Insights to spearhead our customer-centric strategy, unlocking unprecedented growth and loyalty.About the RoleThis...

  • Strategic Customer Experience Director

    1 day ago

    Sydney, New South Wales, Australia EBOS Group Limited Full time

    About EBOS Group LimitedEBOS Group Limited is a leading healthcare provider in Australia, offering a wide range of products and services to customers across the country.Job OverviewWe are seeking an experienced Strategic Customer Experience Director to join our team at EBOS Group Limited. This is a unique opportunity to work with a reputable company in the...

  • Customer Experience Director

    1 day ago

    Sydney, New South Wales, Australia Avant mutua Full time

    About UsAt Avant Mutual Group, we pride ourselves on delivering exceptional service to our members. As the leading provider of private health insurance to doctors throughout Australia, we cater to the needs of over 50,000 healthcare practitioners, students, and their families.We value our people as the heart of everything we do for our members. We offer a...

  • Customer Experience Strategy Director

    5 days ago

    Sydney, New South Wales, Australia ING Bank (Australia) Limited Full time

    About ING Bank (Australia) LimitedAt ING, our mission is to make life simpler and more worthwhile for everyone who banks with us, as well as the community at large.We're a team that values individuality and encourages people to think differently and take ownership of their work. Our culture is fun, friendly, and supportive – it's the kind of place where...

  • Director of Technical Customer Experience

    1 week ago

    Sydney, New South Wales, Australia Advanced Navigation Full time

    At Advanced Navigation, we're pushing the boundaries of innovation in AI robotics and navigation technologies across land, air, sea, and space applications. Our mission is to drive the autonomy revolution, and we're looking for a seasoned leader to join our team as Director of Technical Customer Experience.About the RoleThis role will lead a global team of...