Head of Customer Experience

Are you a customer-obsessed leader who thrives on turning friction into delight at scale? Matrix Education is now hiring a Head of Customer Experience!

The Head of Customer Experience is a senior leadership role responsible for delivering a remarkable customer experience across every touchpoint. As we expand rapidly, this role will take full ownership of our end-to-end customer journey – from first contact through onboarding and support – ensuring excellence, efficiency, and scalability.

This role is pivotal in improving our enrolment experience, removing friction from the customer journey, and embedding a customer-first mindset into our digital and in-person experiences. You’ll lead cross-functional initiatives, drive automation and AI adoption, and coach high-performing teams in customer service.

You’ll be accountable for improving customer satisfaction, reducing churn, and increasing engagement across the customer lifecycle.

What you’ll do…

• Map and continuously optimise the entire customer journey across physical and digital touchpoints.
• Design intuitive enrolment workflows and digital experiences that convert with minimal friction.
• Align UX and messaging with customer needs and business objectives.
• Lead, coach, and scale a high-performing customer service team.
• Identify and implement customer experience tools (e.g., Salesforce, Intercom, ChatGPT) to streamline communication, personalise support, and improve team efficiency.
• Introduce and manage AI and automation tools (e.g., chatbots, predictive analytics, sentiment analysis) to enhance service quality and responsiveness.
• Collaborate with Product, Marketing, Sales, and Technology teams to ensure a consistent and tech-enabled CX strategy.
• Build robust customer feedback loops and mechanisms to gather actionable insights.
• Define and own key customer metrics (e.g., NPS, CSAT, churn, onboarding time).
• Use data to drive continuous improvement and decision-making.
• Design, document, and implement scalable systems and frameworks across multiple locations.
• Contribute to leadership meetings and support implementation of strategic plans from the Board.

What you’ll need…

• Tertiary qualifications in Commerce, Business, Psychology, Engineering, or a related discipline.
• Proven experience in a senior customer experience or service leadership role.
• Demonstrated success leading CX transformations at scale, ideally across multiple locations or omnichannel environments.
• Expertise in mapping customer journeys and improving UX using data and behavioural insights.
• Strong proficiency with CRM, AI, and automation tools (e.g., Intercom, Salesforce, ChatGPT), as well as other modern CX platforms.
• Familiarity with customer experience frameworks (e.g., NPS, CES, Jobs to be Done, Journey Mapping).
• Track record of leading customer-facing teams and optimising service workflows.
• Excellent communication, analytical, and stakeholder engagement skills.
• Experience managing budgets and allocating resources effectively.
• Strategic thinker with a passion for solving problems and putting the customer first.

Nice to have…

• Exposure to behavioural psychology or design thinking frameworks.
• Experience in scaling CX operations across multi-site or national organisations.

A few of our perks…

• Convenient campus locations across Sydney.
• Modern, open-office environment.
• Competitive remuneration rates.
• Open and collaborative management team.
• Amazing facilities.
• Team outings and events.

Apply below, or email your cover letter and resume to hr@matrix.edu.au