Customer Experience Manager

As our Customer Experience Manager, you will play a key role in shaping and improving the experiences our customers have with Symbio. You’ll work across teams to understand customer needs, identify opportunities for improvement, and deliver initiatives that make every interaction simpler, smarter, and more meaningful.

Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our team to grow professionally. Our people make all the difference in our success. Let’s talk about you! If you like the sound of that, here’s some other things we’d love to see..

We create our own destiny, we move at a fast pace, we do things our own way.

Responsibilities

• Leading customer experience initiatives that improve customer satisfaction, loyalty, and engagement.
• Using customer insights, data, and feedback to identify opportunities and influence business improvements.
• Partnering with teams across the business to embed customer-centric thinking into everything we do.
• Developing and implementing customer journey improvements that create seamless experiences across all touchpoints.
• Supporting continuous improvement initiatives by challenging existing processes and finding better ways of working.
• Collaborating with stakeholders to design solutions that balance customer needs with business outcomes.
• Championing a customer-first culture and helping teams understand the impact they have on the customer experience.
• Measuring and reporting on customer experience outcomes, trends, and opportunities.

What you'll bring

• Demonstrated experience in customer experience, customer insights, service improvement, or a similar role.
• Strong understanding of customer journey mapping, feedback analysis, and continuous improvement practices.
• Ability to influence and collaborate with stakeholders across all levels of an organisation.
• Strong analytical skills with the ability to turn customer data into meaningful insights and actions.
• Excellent communication skills with the ability to engage, inspire, and bring people along on the journey.
• A proactive mindset with a passion for creating better customer outcomes.
• Experience working in telecommunications, technology, or a fast-paced customer-focused environment would be highly regarded.

About Symbio

Symbio is part of the Aussie Broadband Group - a fast-growing telecommunications services provider. Listed on the Australian Stock Exchange (ASX: ABB), the Group collectively supplies more than 1 million services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.

Balancing purpose and profits

Our focus extends beyond our commitment to financial growth and into the futures of the individuals that make up our teams, our local communities and our environment.

Empowered people and communities

Symbio, our parent company Aussie Broadband and our communities have the skills, knowledge, and ability to benefit from and grow our business.

We value diversity, workplace safety, community contribution, and professional development.

Resilient operations and supply chains

We embed sustainability and a considered response to climate change in the ways we work with our people, customers, and supply chains.

Secure and transparent systems

Symbio and parent company Aussie Broadband have several mechanisms governing our ESG approach, including the People & Community Committee of our Board, a structured ESG framework and materiality assessment conducted every 2 years, and mandatory compliance and modern slavery awareness training for staff.

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