The Opportunity

We're looking for a dedicated CX (Customer Experience) Specialist - someone who can review and improve the end-to-end customer journey across three of our financial services brands and make every touchpoint sharper, kinder, and more effective.

This is a strategic and hands-on role. You'll work directly with the CEO, marketing, operations, and case management to:

● Map and build out full customer journey strategies for each brand, product, and service - from first ad click to post-engagement advocacy

● Map the full customer journey for each brand, product, and service - from first ad click to post-loan relationship

● Use CRM data to Identify and remove friction points (drop-off in applications, dead spots in communications, anywhere we lose customer engagement)

● Build and run a Voice of Customer program (NPS, CSAT, qualitative interviews, post-call surveys)

● Redesign onboarding, in-process communications, and post-completion follow-ups

● Improve the hardship and difficult-conversation experience - this is a heavily regulated industry, dealing with customers in hard circumstances. How we handle these moments matters enormously

● Use both industry and internal data to spot patterns and prioritise what to fix next

● Work cross-functionally with marketing on landing pages, with operations on application flow, and with case managers on customer interaction strategy

● Develop retention and re-engagement strategies for customers who didn't convert first time

This is not a customer service role, this is a role for someone who has an academic or professional background in CX Strategy Design.

What you'll bring (Essential):

● 2+ years in a CX, customer journey, or voice-of-customer role

● A track record of measurable improvement - reduced churn, lifted NPS, improved conversion, faster resolution times. We want to know how you improved CX, and how you measured it.

● Strong communicator - able to talk to a CEO, a case manager, and a frustrated customer with equal confidence

● Comfortable with data and analytics - you're confident with CX tools and systems like Qualtrics or Dynamics 365 Customer Voice,



and you know how to ask the right questions and get the right information from your tools

● Empathy. Our customers are often stressed, embarrassed, or scared. You understand that adding value to their CX journey may mean better understanding the emotions behind their behaviour.

● Self-starter mentality. This role will require you to make big decisions that impact people and businesses. You're someone who is confident with taking initiative and with backing your decisions.

● B2C industry experience. You're someone who understands CX strategy from a numbers perspective, but also have experience in customer-facing situations (qualitative research/ interviews/ previous customer facing roles)

Nice to have (Preferred):

● Experience in financial services, lending, or a similar regulated industry

● A background in Psychology or a related field

● Familiarity with financial hardship, debt management, or consumer credit frameworks

● Tools: Salesforce, HubSpot, Hotjar, Qualtrics/ Dynamics 365 Customer Voice, Looker / Google Analytics

● CX design / journey mapping qualifications (RMIT, Forrester CX, NN/g, IDF, etc.)

● Some background in customer-facing roles earlier in your career

We're more interested in how you think than where you've worked. If you've improved a customer experience anywhere - retail, hospitality, healthcare, SaaS - and you can show us how, we want to hear from you.

Why join us

● Real impact: You're not optimising someone's checkout flow for shoes. You're improving how people navigate genuine financial stress

● Established but agile: 30+ years of history, but a modern, lean team that moves quick and makes decisions

● Direct access: You'll work with the CEO and have real authority to drive change





● Growth runway: This is the founding CX role. Get it right and the function grows with you

● Three brands, one team: Diverse customer types and product mixes mean you'll never get bored

● Hybrid flexibility: We value office time but trust adults to manage their own schedules

● Up-to-date technology and support: You'll collaborate closely with our in-house full-stack development team and have access to our state-of-the-art proprietary CRM platform, designed to provide deep customer insights and data-driven intelligence. This powerful combination of technology, support, and innovation will equip you with the tools and resources needed to create exceptional customer experiences, drive strategic improvements, and make a real impact across the business.

We help thousands of Australians get out of debt and back on their feet.

About us

ALC Group is a multi-brand financial services organisation with more than 30 years of experience supporting Australians through complex financial situations.

Our group operates across consumer and commercial lending, debt solutions, and specialist finance services. We are fully licensed, highly rated by customers, and trusted by tens of thousands of Australians nationwide.

Many of our customers come to us during periods of financial stress or uncertainty. We pride ourselves on delivering support with empathy, professionalism, and care.

How to apply

Send us:

- Your CV
- A short cover note (not a generic template) telling us about a customer experience you've personally improved, what changed, and how you measured it (be specific). One page is plenty.

ALC Group is an equal opportunity employer. We welcome applications from people of all backgrounds and life experiences.

Pay: $80,000.00 – $100,000.00 per year

Benefits:

- Company car
- Employee discount
- Employee mentoring program
- Free drinks
- Free food
- Gym membership
- Professional development assistance

Experience:

- CX: 2 years (Preferred)

Work Authorisation:

- Australia (Required)

Work Location: Hybrid remote in Strathfield South NSW 2136

📌 CX Strategy Specialist (Financial Services) (Strathfield South)
🏢 ALC Group
📍 Strathfield South