Lead: Client Experience (CX)

Purpose Statement

We are looking for an experienced Client Experience (CX) Lead to drive client-centric transformation across the organisation. This role requires a strategic thinker who can translate client insights into meaningful business improvements while influencing stakeholders across multiple functions.

This role is best suited to a highly versatile CX professional who has experience across client insights, end to end journey mapping, service design, and workshop facilitation. The ideal candidate should be comfortable challenging thinking, be solution driven, navigating complex projects, and driving client-centred change across the business.

Experience

• 6+ years' experience in Client Experience, Service Design, Client Insights, or a related Client Experience discipline.
• Demonstrated experience facilitating client journey mapping initiatives.
• Experience interpreting client and business insights and translating them into actionable recommendations.
• Experience engaging with senior stakeholders and facilitating cross-functional discussions.
• Exposure to service design methodologies and client-centred problem solving.

What You Will Do

Client Insights & Voice of Client (VoC)

• Analyse client, business, and operational insights to identify opportunities for improvement.
• Translate qualitative and quantitative client data into actionable recommendations.
• Drive Voice of Client initiatives and ensure client feedback informs strategic decision-making.
• Identify client pain points and emerging experience trends.

Client Journey Management

• Lead the development and facilitation of client journey mapping initiatives.
• Design and optimise end-to-end client experiences across multiple channels and products.
• Identify friction points, service gaps, and opportunities to improve client outcomes.
• Ensure client journeys are aligned to strategic business objectives.

Service Design & Business Improvement

• Apply service design thinking to improve products, processes, and client interactions.
• Assess the operational impact of business decisions on client experience.
• Service blueprints experience
• Collaborate with product, digital, operations, and business teams to implement client-centric solutions.
• Support the translation of client insights into practical design and service improvements.

Facilitation & Stakeholder Engagement

• Facilitate workshops, discovery sessions, driving improvements and conversations with business stakeholders.
• Influence decision-making through evidence-based recommendations.
• Present findings and strategic recommendations to senior leadership and executive teams.
• Build trusted relationships across multiple business areas and functions.

Strategic CX Leadership

• Champion client-centric thinking across the organisation.
• Drive CX value and maturity through capability building, coaching, and advocacy.
• Contribute to the continuous evolution of the organisation's CX operating model.
• Support strategic transformation initiatives through a client-focused lens.

Qualifications (Minimum)

Qualifications (Ideal or Preferred)

Knowledge

Minimum:

• Client Experience principles and practices
• Service design principles
• Research methodologies and application
• Data analysis and measurement methodologies
• Facilitation and stakeholder management
• Consumer psychology / Behavioural psychology
• Design Thinking experience and application
• Commercial insights relating to CX   

Ideal:

• Business case development
• Strategy development   
   

Skills

Conditions of Employment