Help us deliver a better tomorrow
Australia Post is delivering for all Australians. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.  

About the opportunity  

At Australia Post, the Parcel Product team is driven by a mission: "to connect people and businesses through innovative, reliable, and sustainable freight solutions." The Out of Home (OOH) initiative is a key enabler of this mission, revolutionizing how customers collect and return parcels and redefining parcel delivery and returns with innovative solutions such as parcel lockers, hubs, and other self-service options.

The OOH Experience Manager is a visionary leader responsible for crafting and executing a holistic customer experience strategy for the OOH Collect & Return portfolio. This role demands a deep understanding of customer behaviours, needs, and pain points, internal and external processes, with the objective of designing seamless, intuitive, and delightful experiences that not only meet but exceed customer expectations

What you’ll deliver with us  

Drawing inspiration from global leaders in customer experience, the Experience Manager will champion a customer-first culture, ensuring that every touchpoint within the OOH Collect & Return journey is optimized for satisfaction, engagement, and loyalty. This role requires a blend of strategic thinking, creative problem-solving, and cross-functional collaboration to deliver exceptional experiences that drive business growth and customer retention. 

You’ll be involved in
 •              Define and Articulate CX Vision: Develop a compelling and forward-thinking customer experience (CX) vision for the OOH Collect & Return portfolio, aligning with Australia Post's overarching mission and values.

•              Strategic Roadmap Development: Create and implement a comprehensive CX roadmap that outlines key initiatives, milestones, and performance metrics aimed at enhancing the end-to-end customer journey.

•              Innovation Leadership: Stay abreast of emerging trends, technologies, and best practices in customer experience, integrating innovative solutions to maintain a competitive edge.

•              Comprehensive Journey Mapping: Lead the development of detailed customer journey maps for the OOH Collect & Return services, identifying all touchpoints and interactions from initial engagement to post-service follow-up.

•              Pain Point Identification and Resolution: Analyse customer interactions to pinpoint friction points and implement strategies to eliminate obstacles, ensuring a seamless and enjoyable experience.

•              Personalization and Customization: Design personalized experiences that cater to diverse customer segments, enhancing relevance and engagement at each touchpoint.

•              Interdepartmental Synergy: Collaborate closely with Product Management, Engineering, Operations, Marketing, and other key stakeholders to ensure CX initiatives are integrated seamlessly across all functions.

•              Team Leadership and Development: Lead, mentor, and inspire a team of CX professionals, fostering a culture of excellence, innovation, and continuous improvement.

•              Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders, advocating for the customer perspective in all business decisions.

About you  

You will have CX leadership experience and heavy knowledge and exposure to customer experience management. In a senior role within a company renowned for CX excellence and demonstrable experiences. 

You’ll also need   

A proven track record in designing and implementing transformative customer experience strategies that have led to significant improvements in customer satisfaction and business performance.Experience across multiple industries potentially including technology, e-commerce and logistics and a deep understanding of ‘best-in-class’ CX practices.Executive stakeholder management experience and cross functional collaboration skills.
 

How we’ll deliver for you

A chance and opportunity to shape the future of how Australian’s receive their parcel deliveries.Huge growth and development opportunities in a company that fills the majority of it’s roles internally.Benefit from the trust, autonomy and authority in order to make decisions and create and implement meaningful changes.
 
 

We’re delivering together 

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace.  If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au

 

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