Add expected salary to your profile for insights
CUSTOMER EXPERIENCE MANAGER
GROWTH, ENGAGEMENT AND MARKETING
CUSTOMER, STRATEGY AND PLANNING
JOONDALUP CAMPUS
$115,042 TO $129,573 P.A PLUS 17% SUPERANNUATION
FULL-TIME, FIXED-TERM (2 YEARS)
Overview
At ECU, we are committed to transforming lives and enriching society through education and research. Our Growth, Engagement, and Marketing team plays a crucial role in supporting ECU’s mission by developing and executing strategic growth initiatives that ensure students receive an outstanding experience at every stage of their journey. Join ECU at a pivotal moment, with the highly anticipated city campus opening in 2026 and a major digital acceleration underway, this is the perfect time to drive innovation and impact.
The Opportunity
You’ll take a lead role in delivering ECU’s Customer Experience (CX) Strategy, ensuring every student touchpoint aligns with our vision of an outstanding, seamless, and engaging experience. As a key influencer across the university, you will use data, research, and stakeholder engagement to drive improvements across the student lifecycle. Working collaboratively with Schools and Service Centres, you’ll play a key role in enhancing student satisfaction and supporting ECU’s student growth objectives.
What You’ll Do
* Lead key strategic initiatives that drive ECU’s Customer Experience (CX) Strategy, improving student acquisition, conversion, and retention.
* Be the customer experience lead on the digital acceleration program ensuring what is right for the customer is at the forefront of everything that we do.
* Manage the CX Listening Program, analysing feedback and implementing continuous improvement initiatives across key parts of the student lifecycle.
* Provide CX insights and advisory support for major university projects, ensuring all experience designs align with ECU’s CX vision and principles.
* Plan highly personalised, omni-channel communications tailored to specific student segments, enhancing growth, engagement and retention.
* Map customer journeys and design future-state experiences that improve satisfaction and drive growth for ECU.
* Lead stakeholder engagement and collaboration across Schools, Service Centres, and business units to embed customer-focused strategies into ECU’s operations.
Key Criteria
* Experience as a strategic and driven CX leader with Tertiary qualifications in Marketing, Business, Project Management, or a related discipline, OR equivalent experience.
* Proven experience leading CX improvement initiatives in complex environments.
* Expertise in CX strategies, CRM platforms, Martech automation, and omnichannel engagement and personalisation.
* Strong analytical skills, you can interpret data from multiple sources to provide insights and recommendations.
* Project management experience, including leading cross-functional teams and managing risks.
* High-level problem-solving and decision-making abilities, with a proactive approach to delivering solutions.
* Exceptional influencing and stakeholder engagement skills, with the ability to drive change across a large organisation.
Benefits & Remuneration
* This full time, fixed term position attracts remuneration of $115,042 to $129,573 per annum plus 17% University superannuation contribution.
* ECU supports a work/life balance for staff. Benefits such as flexible working arrangements may also be negotiated to meet your personal circumstances.
* ECU has an Award-winning Health and Wellness Program and an extensive range of staff benefits across entertainment, financial, health, travel and consumer goods and services.
Contact
The University has partnered with Ashe Munro Recruitment in the search for a Customer Experience Manager. This is an exciting opportunity to lead key strategic initiatives that enhance the student journey, shaping ECU’s customer experience strategy in a way that drives real impact.
For more information about this opportunity, please contact either Laura Ashe on 0432 603 981 or Natalie Munro on 0410 884 172 from Ashe Munro Recruitment.
How To Apply
Please apply online with a copy of your resume and a cover letter outlining your suitability for the role and ability to meet the key criteria listed.
Closing Date:
Applications for this job close on Saturday, 5th April.
PLEASE NOTE: APPLICATIONS WILL ONLY BE ACCEPTED FROM CANDIDATES WHO HAVE THE RELEVANT WORKING RIGHTS TO FILL THIS POSITION.
ECU is a diverse and inclusive workplace reflecting the differences in society. Specific strategies and initiatives are in place to address underrepresentation of specific groups. Applications are encouraged from suitably qualified people from all backgrounds. Aboriginal and Torres Strait Islander people are strongly encouraged to apply. #J-18808-Ljbffr