Customer Experience Manager - Mid Market

Australia·Melbournemid

Customer Experience ManagerCustomer

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Quick Summary

Overview

We’re a leading business management solution with a core purpose: helping more businesses in Australia and New Zealand start, survive and succeed. At MYOB,

Technical Tools

Customer Experience ManagerCustomer

We’re a leading business management solution with a core purpose: helping more businesses in Australia and New Zealand start, survive and succeed.

At MYOB, we believe what’s good for one business is good for all business—and for all of us. Whether you support them, work for them, or dream of building your own, when businesses run smoothly, everybody feels it. Owners, employees, customers, suppliers—even families. That’s why we’re here: to give every person in business the tools they need to focus on what really matters and do Big Things—whatever big looks like for them.

And for you? Joining MYOB means being part of that impact. It means using your skills to help businesses thrive, shaping the future of work, and growing alongside the people and communities we support. Because while we’re the business of software, we’re really in the business of people. And that makes MYOB Everyone’s Business.

About the Role

~4 min read

We're looking for a Customer Experience Manager to join MYOB's Mid-Market Customer Success and Experience team in a leadership role that shapes how we engage with customers and partners across the moments that matter most.

You'll lead MYOB's Voice of Customer and Partner approach, own customer relationship architecture and end-to-end journey orchestration, and step in to govern high-impact issues when normal channels are not progressing.

This role sits at the intersection of customer advocacy, operational leadership, and cross-functional execution. You'll work across Product, Design, Technology, Support, Services, Sales, Marketing, Customer Success, Finance, Legal, and Operations to ensure customers experience a single, coordinated path across AI-led, digital, assisted, and human interactions.

When experiences are fragmented, you connect them. When issues are stuck, you drive them forward. When customers and partners are telling us something matters, you turn that insight into action and systemic improvement.

Voice of Customer and Partner strategy and measurement, including listening points across the journey and metrics such as NPS, CSAT, CES, qualitative feedback, and behavioural signals

Customer relationship architecture and end-to-end journey orchestration across onboarding, support, growth, renewal, and advocacy

Experience design across AI-led, digital, assisted, and human interactions, including clear hand-offs that protect trust, quality, and outcomes

Governance of complex, sensitive, and high-risk customer issues, including Heal Desk, executive complaints, and cross-functional critical issues

End-to-end complaints management, customer communication governance, and closed-loop operating cadences so customers receive clear updates and issues are driven through to closure

Root cause analysis and systemic improvement programs that reduce friction, remove recurring problems, and improve retention, loyalty, adoption, and cost to serve

Leadership of a high-performing customer experience function, including setting direction, building capability, and developing specialist team members

Proven background in customer experience and relationship architecture, customer operations, journey orchestration, or related leadership roles in complex B2B tech, SaaS, financial services, or similar environments

Proven people leader who sets direction, prioritises well, coaches teams, and drives accountability

Strong Voice of Customer, journey insight, and customer-led prioritisation experience

Proven success crafting journeys and reducing friction across customer touchpoints

Proven track record to lead complex cross-functional issue resolution without direct authority

Strong analytical and systems thinking, including dashboards, root-cause analysis, journey analytics, and executive reporting

Sound judgement balancing customer, commercial, compliance, risk, and operational outcomes

Experience designing or governing AI-supported, digital, assisted, and human journeys

Relevant tertiary qualification advantageous

Our Culture & Benefits

At MYOB our values are at the heart of everything we do. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

🎥 See what it's like to work at MYOB and what we're all about.

🟣Enjoy a flexible, hybrid workplace that brings balance to how you work, all of our centrally located offices come together for a number of in-person celebrations and social events

🟣Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers

🟣Benefit from our partnership with Sonder, which supports the wellbeing of our team members

🟣Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance

🟣Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more

🟣Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution

At MYOB, we’re all about embracing difference and backing people to be their true selves. We’re proud to be an equal opportunity employer and big believers that the best hires don’t just fit our culture — they add to it. That means bringing your unique contributions, lived experiences, and fresh perspective to the table.

Love the sound of MYOB and this role but don’t tick every single box in this ad? Apply anyway! Studies show that women and underrepresented groups often hold back if they don’t meet every requirement — but we want to hear from you.

We’re proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.