Leaptel is a rapidly growing Melbourne-based internet service provider delivering lightning-fast, rock-solid internet for all customers. We’repassionate about creating great customer experiences and building a workplace based on collaboration,curiosity, and continuous improvement. As Leaptel grows, we’re expanding our CX capability to deepen our understanding of customers and improve their experience.

About the role

We’re looking for anexperiencedCX Leadto shape our CX function and turn Leaptel’s broader CX strategy and priorities into a focused program of work.
The Head of Project Management and Chief Operating Officer sets the broader CX strategy and organisational priorities. Working within that direction,you’llbring together customer research, journey mapping, servicedesignand data toidentifyopportunities and inform priorities.
You’lltranslate those priorities into a clear program of work, bring the customer perspective into projects and decision-making, and help balance what customers need with business priorities andwhat’sachievable.
This is a hands-on leadership role.You’llmanage and develop the multidisciplinary CX team, currently including a UX Designer and CX Content & Communications Specialist, while helping build the capability and ways of working the function needs as Leaptel continues to grow.

Whatyou’llbe doing

- Customer Journey & Service Design – Guide the design and improvement ofLeaptel’send-to-end customer journeys using journey mapping, servicedesignand customer insight.
- Customer Research & Insight – Build a solid understanding of our customers through research,testingand analysis, turning insight into clear recommendations and action.
- CX Delivery & Prioritisation – Turn CX priorities into practical work, coordinating delivery across the team and relevant areas of the business.
- Measurement & Impact – Establish meaningful measures and benchmarks to understand customer experience and assess the impact of improvements.
- Team Development – Support and develop the team,



bringing together specialist capabilities around shared customer and business outcomes.
- Stakeholder Engagement & Capability – Bring the customer perspective into project scoping,designand prioritisation, while helping build the tools and ways of working needed as Leaptel grows.

Whatwe’relooking for

To succeed in this role,you’llbring:

- 5+ years’ experience in customer experience, servicedesignor a closely related discipline.
- Strong hands-on experience with customer research, journeymappingand service design.
- Experience turning customer insight into practical improvements and measurable outcomes.
- Confidencefacilitatingworkshops, challengingassumptionsand influencing stakeholders.
- Experience working with technology, digital products,systemsor software delivery.
- Experience managing,mentoringor developing others.
- Strong analytical, problem-solving and communication skills.
- A practical,curiousand collaborative approach, with the ability to balance customer needs, businessprioritiesand delivery realities.
- The ability to work effectively in an evolving environment where CX capability, processes and ways of working are still beingestablished.

Telecommunications experience is desirable, but not essential. Experience in other complex customer environments such as utilities, banking, insurance, travel, governmentservicesor technology will also be highly relevant.

What we offer:

- Optional hybrid work, with up to two days a week from home after probation
- Discounted internet for personal use
- Employee-only top-tier EAP
- The opportunity to shape how CX works at a growing Australian business
- A diverse and inclusive workplace wheredifferent backgrounds, skills and perspectives are valued

We’rean equal opportunity employer and encourage applications from Aboriginal and Torres Strait Islander peoples, women, people of colour, LGBTQIA+ individuals, people with disabilities and people from diverse cultural backgrounds.

Pleasenote:we’remanaging this recruitment process directly and are not accepting applications or enquiries from recruitment agencies.

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📌 CX Lead (Melbourne)
🏢 LeapTel
📍 Melbourne