Customer Experience Lead

3 days ago

Sydney, New South Wales, Australia Count Full time $120,000 - $180,000 per year

About the Role

The Customer Experience Lead is responsible for delivering a seamless and consistent experience across Count and its network of brands. This role leads a team managing onboarding, offboarding, enquiries, reporting, and support for members, advisers, and equity partners.

You'll drive operational excellence through efficient systems, scalable processes, and data-informed decision making. By building a high-performing team and collaborating with key business stakeholders, you'll ensure service delivery not only meets but exceeds expectations across all touchpoints.

Key Responsibilities

  • Lead the delivery of exceptional customer experiences across all member-facing services.
  • Define, measure, and embed customer service standards and SLAs.
  • Build and support a capable, engaged team across onshore and offshore operations.
  • Drive process and systems improvements to enhance efficiency and quality.
  • Lead strategic initiatives, including the Professional Year program and member engagement projects.
  • Oversee the full member account lifecycle, from onboarding through to cancellation and reactivation.
  • Manage agreements and relationships with product providers and dealer partners.
  • Analyse data and service metrics to identify trends, inform decisions, and drive continuous improvement.
  • Serve as the escalation point for complex service issues, ensuring timely and effective resolution.

Key Skills & Experience

  • Bachelor's degree in a relevant discipline.
  • 5–10 years' experience in customer experience or service operations leadership roles.
  • Proven ability to design and implement service strategies that enhance satisfaction and efficiency.
  • Strong people leadership and coaching skills, with experience managing distributed teams.
  • Demonstrated experience in process optimisation and systems alignment.
  • Analytical and data-driven mindset, with a focus on measurable outcomes.
  • Excellent stakeholder management, communication, and problem-solving skills.

Why Join Us?

  • Professional Growth: At Count, we are committed to fostering your professional development. You'll have the opportunity to work alongside industry leaders and expand your skills and expertise.
  • Great Benefits: Birthday leave, Corporate Volunteering Days and Fundraising matching, reimbursement for financial planning, and more
  • Collaborative Team: Work in a supportive, collaborative environment where your ideas and contributions are valued.
  • Competitive Compensation: We offer a competitive salary package based on experience, with opportunities for performance-based rewards.

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