Customer Experience Lead

Are you passionate about creating exceptional customer experiences? Do you thrive on turning insights into action and leading change that truly matters? If so, RAA is ready to welcome you to our team.

**Why This Role Exists**

At RAA, we’re proudly member obsessed. This role is designed to drive meaningful change that enhances how our members engage with us. You’ll lead initiatives that improve satisfaction, eliminate friction, and build long-term relationships. If you’re ready to make a real impact, this is your opportunity.

**What You’ll Be Doing**

As our Customer Experience Lead, you’ll be at the forefront of transforming how we connect with our customers. Your mission is to ensure every interaction reflects our commitment to excellence. You will:

- Design and deliver customer experience strategies that align with RAA’s strategic goals.
- Translate customer insights into actionable initiatives that drive satisfaction and loyalty.
- Champion a whole-of-relationship view, connecting journeys across channels and business units.
- Analyse data using platforms such as Qualtrics, Tableau, and Power BI to uncover trends and opportunities.
- Bring the customer voice to life through storytelling, activations, and coaching across the organisation.
- Contribute to planning and budgeting, ensuring experience initiatives are aligned and impactful.

**What You Bring**

We’re looking for someone who combines strategic thinking with a passion for people. You’ll need:

- Tertiary qualification in Business, Marketing, Psychology, Communications, or equivalent experience.
- Proven experience in customer or member experience roles, ideally in a fast-paced, customer-centric environment.
- Familiarity with NPS, satisfaction metrics, and research methodologies.
- Understanding of membership models and the South Australian market is advantageous.
- Strong understanding of customer experience principles and emerging trends.
- Analytical mindset with the ability to translate data into compelling narratives.
- Excellent communication and stakeholder engagement skills.
- High emotional intelligence and the ability to influence and collaborate across teams.
- Self-motivation and the ability to work independently with a results-driven approach.

**About us**

We’re proud to be one of South Australia’s most iconic brands, trusted by members for more than 120 years. SA born-and-bred, RAA might be best known for our road service and insurance products, but we’re excited to be continuously diversifying to better help our members and community.

Our goal? To make life better for South Australians. That’s why we’re proud to offer a range of services to our 820,000+ members, including travel, energy, solar and battery, electric vehicle charging, our RAA Rewards program and more. With motoring still a priority, we’re just as passionate as we were in 1903 about road safety, advocating for a safer SA into the future.

We’re also one of the state’s largest employers, with more than 1300 employees working across our local sites at RAA Place (CBD), Mile End, and Adelaide Airport and our many retail and travel shops. With new office spaces in the city and city fringe in the works, and a buzzing people-first culture, we’re proud to be the State’s #1 Employer Brand

**Benefits**

We love our people at RAA and believe our employees should be rewarded for being a part of the RAA family. Some of our employee benefits include:

- Free RAA premium road service
- Access to our RAA Rewards Program
- Generous discounts on all RAA products
- Flexible work arrangements
- Ongoing Training & Development opportunities and a Study Support Program
- Wellbeing facilities and Corporate Health Insurance Plan

**How to apply**

You'll need to provide evidence of your eligibility to work in Australia and we'll also need you to undertake a police check before you can work with us at RAA.