Customer Experience Lead

About the role

RAA is hiring a Customer Experience Lead for a full-time permanent position based in Adelaide CBD. Reporting to the Manager Member Experience, the role drives meaningful change in how customers engage with the company, improving satisfaction, removing friction and building long-term relationships. It suits someone who turns insights into action and leads change.

Key responsibilities

• Design and deliver customer experience strategies aligned with RAA's strategic goals
• Turn customer insights into initiatives that drive satisfaction and loyalty
• Connect customer journeys across channels and business units
• Analyse data using Qualtrics, Tableau and Power BI to find trends and opportunities
• Use storytelling, activations and coaching to bring the customer voice to life across the organisation
• Oversee the employee idea box channel from opportunity through to execution and engagement
• Contribute to planning and budgeting so experience initiatives stay aligned and impactful

Required profile

• 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
• Excellent communication and stakeholder engagement skills, high emotional intelligence and self-motivation
• Understanding of membership models and the South Australian market is advantageous

Required skills

• Analytical mindset, able to turn data into compelling narratives
• Qualtrics, Tableau and Power BI

What we offer

• Free RAA premium road service and access to the RAA Rewards Program
• Discounts on all RAA products
• Flexible work arrangements
• Ongoing training and development, including a Study Support Program
• Wellbeing facilities and corporate health insurance plan

To apply, submit your application online by 9.00am on Monday 23 November 2026; you must provide proof of eligibility to work in Australia and complete a police check.