Customer Experience Manager

1 day ago

Sydney, New South Wales, Australia Pepper Group Full time $100,000 - $120,000 per year
Description

We're Pepper Money
We're here to help people succeed - whether that's buying a home or dream car, growing a business, or building a career. As one of Australia and New Zealand's largest and most awarded non-bank lenders, we've helped over half a million customers reach their goals. And we're just getting started.

About the role
We're looking for a Customer Experience Manager to lead our post-settlement engagement program. You'll be responsible for:

  • Leading our customer feedback program – you'll manage our Net Promoter Score (NPS) program, turning customer insights into meaningful actions that improve satisfaction and build loyalty.
  • Creating communications that matter – you'll oversee all direct messaging to our existing customers – making sure every email, update or offer is timely, relevant and genuinely helpful. It's about building trust and keeping customers informed, not just ticking boxes.
  • Keeping our brand experience consistent and human – you'll make sure every touchpoint feels like Pepper Money – clear, confident and real. Whether it's a message, survey or service update, you'll help us stay true to our tone and values.

What you'll bring

You're someone who knows how to turn insights into action and keep the customer at the centre. You'll also have:

  • A degree in marketing, communications or business
  • 8+ years in marketing or customer experience
  • Hands-on experience managing NPS programs
  • Strong CRM and marketing automation skills
  • Confidence working with stakeholders and reporting on outcomes

Bonus points if you also have:

  • CX certification (like CCXP), UX or behavioural science training
  • Experience in financial services, especially lending
  • Background in lifecycle marketing
  • Familiarity with customer journey mapping

Why Pepper Money?
We're proud of our inclusive, values-led culture. We work hard, support each other, and celebrate wins. Here's what you can expect:

  • Growth: Learning opportunities and a team that backs you
  • Recognition: Our Spice Reward program and DE&I initiatives
  • Flexibility: Hybrid working, purchased leave and parental support
  • Health & Wealth: Free gym, discounted health cover, novated leasing and staff loan rates
  • Referral Bonus: $2,000 when you help us find great people

We believe in the power of diversity and encourage candidates from all backgrounds to apply.

Ready to apply?

If this sounds like you and you've got experience in some of the areas above, we'd love to hear from you.

Visit to learn more.
 

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