Chief Customer Experience Officer

1 week ago

Parramatta Park, Queensland, Australia beBeeCustomer Full time $129,911 - $154,740
About Us

The role of Associate Director Social Impact Programs is responsible for leading a significant customer service and operational team. The team delivers major energy support programs to customers in NSW, with a focus on service excellence, customer experience, and effective partnerships.

Main Responsibilities
  • Develop and execute an annual work program worth over $330 million, including:
  • A NSW Government energy rebates scheme available to 1 million households in NSW
  • A NSW Government energy crisis support scheme and debt relief trial
  • A Commonwealth Government National Energy Bill Relief program for all households and eligible small businesses

Oversee front-line operations (call centre) and drive performance to meet ambitious key performance indicators, ensuring high-quality, responsive customer service across multiple channels. Lead the design and implementation of service improvements, drive outreach and community engagement to support vulnerable households in NSW.

Collaborate with Service NSW, energy retailers, and not-for-profit delivery partners to ensure efficient program delivery and continuous improvement. Develop partnerships, governance, and data-driven processes to reduce cost-of-living pressures and improve energy affordability.

About You

You are an experienced customer service and operations leader with a proven track record in delivering large, customer-facing programs. You combine strategic vision with hands-on leadership of diverse teams, with skills in customer service, call centre management, digital reform, and building product-delivery partnerships.

You are motivated by service excellence and measurable outcomes, with expertise in planning, performance management, budgeting, and workforce leadership. You achieve ambitious key performance indicators while maintaining compliance and governance, fostering accountability and responsiveness that puts the customer at the centre of delivery.

You will lead a diverse team, foster an inclusive culture, and deliver real outcomes for households and small businesses in NSW, helping them manage their bills and stay connected to essential services.

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