Service Experience Manager

About the role

First Focus, an Australian mid-market MSP, is looking for a Service Experience Manager to lead its customer experience strategy and execution across delivery teams. The role reports to the Chief Experience Officer, is cross-functional and hybrid, and focuses on turning customer feedback and insight into improvements that make the experience easier, faster, more consistent and more proactive.

Key responsibilities

• Act as the voice of the customer, turning feedback and insights into practical improvements across the business.
• Map the customer journey and improve interactions where customers experience unnecessary effort or frustration.
• Partner with delivery teams to improve products, processes and service delivery.
• Influence leaders and teams to consider customer impact in everyday decisions, anchored in a Super-Green standard of easy, fast, consistent and informed.
• Deliver training, coaching and practical guidance to help delivery teams create better customer outcomes.
• Provide customer experience insights and reporting, identifying trends, measuring outcomes and recommending priorities for improvement.

Required profile

• 5+ years' experience in customer experience, customer success, CSAT / VoC programs or a related customer advocacy role.
• Track record of influencing outcomes across delivery teams without formal authority, building buy-in from frontline teams to leadership.
• Familiarity with the IT industry; prior experience with or for an MSP is a plus.
• Strong communication skills, able to translate customer pain points into language that resonates across teams and executives.

Required skills

• Customer journey mapping and identifying moments of truth in the customer lifecycle.
• Turning qualitative and quantitative feedback into a clear, prioritised action plan.
• Coaching and training to help operational or technical teams improve the customer experience.

What we offer

• Salary package of up to $160,000 plus super and other benefits.
• Flexible hybrid working.
• Access to Uprise, with 1:1 coaching from psychologists or counsellors.
• 10 paid study days per year, exam fees paid and pay rises for certifications.
• Internal training, a learning library, FastTrack mentoring and regular social events.
• Tesla company car option (conditions apply).