Customer Experience Lead

Role Overview

The Customer Experience Lead will drive meaningful change in how customers engage with RAA, improving satisfaction, eliminating friction, and building long-term relationships. The role involves designing and delivering customer experience strategies, translating customer insights into actionable initiatives, and championing a whole-of-relationship view.

What You Will Do

Key responsibilities include designing and delivering customer experience strategies, translating customer insights into actionable initiatives, and overseeing the employee ‘idea box’ channel to elevate customer experiences.

Why It Might Be a Fit

The ideal candidate will have a passion for people, strong communication and stakeholder engagement skills, and the ability to influence and collaborate across teams.

Requirements

• Tertiary qualification in Business, Marketing, Psychology, Communications, or equivalent experience
• Proven experience in customer experience roles, ideally in a fast-paced, customer-centric environment
• Familiarity with NPS, satisfaction metrics and research methodologies
• Strong understanding of customer experience principles and emerging trends
• An 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
• Understanding of membership models and the South Australian market (advantageous)

Benefits

• 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