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Customer Experience Manager - Mid Market
Full-time
MYOB is a leading business management solution helping businesses across Australia and New Zealand start, survive and succeed.
About the Role
The Customer Experience Manager joins MYOB's Mid-Market Customer Success and Experience team in a leadership role that shapes how MYOB engages with customers and partners. You will lead the Voice of Customer and Partner approach, own customer relationship architecture and end-to-end journey orchestration, and govern high-impact issues when normal channels are not progressing, working across Product, Support, Sales, Marketing and Operations.
What Will Keep You Busy
Voice of Customer and Partner strategy and measurement (NPS, CSAT, CES, qualitative feedback).
Customer relationship architecture and journey orchestration across onboarding, support, growth and renewal.
Experience design across AI-led, digital, assisted and human interactions with clear hand-offs.
Governance of complex, sensitive customer issues and end-to-end complaints management.
Root cause analysis and systemic improvement programs that reduce friction and improve retention.
What We'd Love To See
Background in customer experience, relationship architecture, customer operations or journey orchestration in complex B2B tech or SaaS.
Proven people leader who sets direction, coaches teams and drives accountability.
Experience designing or governing AI-supported, digital, assisted and human journeys.
