The Strategy Group is a human-centred strategy consultancy based in Sydney, working with public and private sector clients since 2003.

We are looking for an experienced CX practitioner who is ready to take everything they know about putting the customer at the centre and apply it somewhere it can make a genuine difference: major construction and infrastructure bids.

Here is the opportunity.

Major construction bids are typically led by highly experienced technical teams who are outstanding when it comes to engineering, methodology and delivery. Where they often need support is translating that technical expertise into a compelling customer story.

That is where you come in.

You will help major project teams think differently about their bids, moving beyond technical compliance to understand what the client, end customer and broader stakeholder community actually care about.

You will help teams speak their customer’s language, articulate what will make their approach different, and demonstrate how a collaborative, customer-centred experience throughout project delivery can give an evaluation panel a compelling reason to choose them.

You do not need to come from construction.

What matters most is that you understand customers deeply, know how to turn insight into strategy and compelling narratives, and are curious about applying CX thinking to a sector that is only beginning to recognise its competitive value.

What you will be doing

· Bring a customer-centred lens to major bids and tenders, reframing submissions around customer needs, experience and outcomes rather than pure technical compliance.

· Help technical teams shift from a compliance mindset to genuine customer-centred thinking and storytelling, without losing technical credibility.

· Run capture assessments, strategy sessions and win-theme workshops with senior stakeholders, turning customer insight into a clear and credible case to win.

· Coach subject matter experts to articulate not only what they will deliver, but how clients,



customers and stakeholders will experience working with them throughout delivery.

· Own client relationships day to day, developing a strong understanding of what clients actually need, not simply what they have asked for.

· Guide the development of interactive content, written submissions and presentation materials, ensuring the customer story remains consistent and compelling.

· Coach client teams through bid processes, tender reviews and pitch delivery, building capability that continues beyond the engagement.

· Manage timelines, priorities, quality and risk across multiple concurrent engagements.

· Work closely with our Major Projects team to continually strengthen how CX thinking is applied across bids, pursuits and client engagements.

What you will bring

· A genuine track record in customer experience, service design or human-centred strategy. This is at the core of the role.

· The ability to translate customer insight into compelling strategy and narratives, and influence how technical experts think, communicate and write.

· Exceptional communication and facilitation skills, with the confidence and credibility to engage senior leaders and C-suite stakeholders.

· Experience leading complex, multi-stakeholder engagements.

· Exposure to bids, tenders, proposals or capture work would be highly regarded, but is not essential.

· A background in management consulting, CX consulting, service design or comparable client-facing delivery.

· Commercial acumen and the ability to balance customer needs, client objectives and the realities of a competitive bid environment.

· Curiosity about construction, infrastructure and major projects.



Direct sector experience is welcome but not required. Your willingness to understand the industry and learn the domain matters more.

· Solid PowerPoint skills; Miro experience is a plus.

· The judgement and confidence to work autonomously across competing priorities, while bringing clients and project teams with you.

Working arrangements

· Hybrid working: three days in our Bondi Junction office (Monday, Wednesday and Thursday) and two days remote.

· There may be opportunities to travel interstate from time to time to work with clients and project teams on major projects.

· Sydney-based role and must be based here.

· Full working rights in Australia are required.

Why The Strategy Group?

This is an opportunity to bring CX thinking into a traditional environment that is only beginning to recognise its competitive value, and have a visible impact on how some of Australia’s major infrastructure and construction projects are pursued, won and delivered.

You will also have

· The opportunity to work directly with C-suite and senior stakeholders on nationally significant infrastructure and construction projects.

· A boutique consulting environment where you can influence how engagements are shaped and run, rather than simply execute someone else’s methodology.

· A flat structure where your ideas and expertise are genuinely valued.

· The opportunity to work closely with our Directors and experienced consulting team.

· Genuine investment in your professional development, including internal mentoring and external learning.

· A workload and culture that respects your time. Late nights and weekends are the exception, not the expectation.

· Annual health and wellbeing leave.

· A competitive salary and bonus structure.

If you are an experienced CX practitioner looking for an opportunity to apply your skills in a new environment, and like the idea of helping major project teams see their customers differently, we would love to hear from you.

📌 Manager Customer Experience - Major Projects & Construction (Sydney)
🏢 The Strategy Group
📍 Sydney