Senior Customer Experience Manager - Mid Market

About the Role

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.

What will keep you busy...

• 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

What we'd love to see from you...

• 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…