Cx Program Specialist

2 days ago

Richmond, Australia Australia Post Full time

**Help us deliver a better tomorrow**
Australia Post is delivering for all Australians. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.

**About the opportunity**

We are scaling our enterprise-wide Customer Experience program to deliver exceptional customer experiences across all our channels and customer groups. As **CX Program Specialist,** you'll support the delivery and ongoing improvement of our enterprise-wide CX program. You'll collaborate across teams to embed customer feedback loops, uncover pain points, and drive enhancements that improve customer outcomes.
- This is an initial 6-month contract._

**What you’ll deliver with us**

In this role, you’ll drive impactful customer experience initiatives that deliver real value to our customers and the business. You’ll transform customer and frontline insights into actions that enhance existing products, services and experiences as wells as foster a strong culture of customer-centricity. By focusing on what works, you’ll champion continuous improvement and ensure that every initiative contributes to meaningful outcomes for our customers, our people and overall business growth.

**You’ll also**
- Support the delivery and optimisation of the CX feedback loop strategy across key business functions.
- Collaborate with stakeholders to embed customer feedback mechanisms (inner & outer loops) that are scalable, measurable and actionable.
- Monitor and document program impact, contributing to regular CX reporting and dashboards.
- Identify opportunities for program improvements based on feedback, results, or new business needs.

**About you**

We’re looking for a proactive, can-do team player who is confident in building strong relationships across the business. You’ll bring experience contributing to programs within complex or matrixed organisations and be comfortable managing diverse stakeholders with openness and flexibility. Strong written and verbal communication skills are essential, along with the ability to translate data into clear, actionable insights that drive customer-focused outcomes.

**You’ll also need**
- 3-5 years of experience in CX, insights, service design, or marketing environments.
- Exposure to service design principles, with a solid understanding of how to engage stakeholders, align training, and incorporate customer insights into operational improvements.
- Experience using customer feedback and insight platforms (e.g. Medallia, Qualtrics, InMoment).
- Comfortable working across quantitative and qualitative feedback sources to identify trends and opportunities.

**How we’ll deliver for you**
- Join one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
- We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together.
- We offer a great range of benefits, including a focus on work-life balance & career development opportunities, and exclusive discounts through our Post Perks program.

**We’re delivering together**

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.

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