Customer Experience Lead

About the role

We are looking for a Customer Experience Lead to transform how our customers receive support. You will combine people, AI, and self‑service tools to build a faster, smarter, and more accessible experience for users of our SaaS tender management platform.

Key responsibilities

• Lead, coach and develop a team of Customer Experience Specialists, fostering accountability and high performance.
• Define and evolve a support model that increases AI‑driven and self‑service resolution rates.
• Partner with the Lorikeet AI project team to train, test and optimise AI capabilities.
• Monitor support, AI performance and customer experience metrics, using insights to drive continuous improvement.
• Act as an escalation point for complex customer issues when required.
• Identify pain points, trends and root causes, then implement solutions that enhance the overall experience.
• Collaborate with Product, Customer Success, Sales and Enablement teams to improve outcomes.
• Support enablement programmes, knowledge resources and content creation.

Required profile

• Experience leading high‑performing, customer‑facing teams.
• Strong understanding of customer experience design and service delivery.
• Ability to analyse data and customer insights to identify improvement opportunities.
• Excellent stakeholder management and communication skills.
• Continuous‑improvement mindset with a passion for scalable solutions.

Required skills

• Practical experience with AI tools, automation or AI‑enabled support environments.