12-month fixed term | Melbourne CBD | 2-3 Days Office
Some CX roles ask you to define a vision. This one gives you the chance to make one count.
We're partnering with a well-known financial services organisation at an important point in its transformation. The CX strategy has executive backing, the priority journeys have been mapped, and the next decisions will shape how customers experience the organisation for years to come.
They need a CX Lead who can get close to the work, bring the customer into the room and help turn a strong vision into an experience that works in practice.
The opportunity
You'll work alongside an experienced CX leader and across a major transformation program. You'll join working groups, facilitate conversations and help teams work through decisions where customer needs meet technology, operations, risk and compliance.
You'll also build detailed service blueprints across approximately 15 core journeys and several supporting journeys. That means looking beyond the journey map to the processes, systems and hand-offs that determine what customers actually experience.
The strategy is set. Your value will be in applying it, spotting gaps between the intended experience and what can be delivered, and influencing what happens next.
What you'll bring
You may be a CX Lead,



Service Designer or Journey Lead. Whatever your title, you've owned this work before and can show us service blueprints with real depth behind them.
You'll bring:
Strong hands-on service design and blueprinting experience
The ability to turn experience principles into practical delivery decisions
Confidence influencing stakeholders without formal authority
A constructive way of challenging decisions that could create customer friction
Experience working through ambiguity in a complex environment
Solid workshop facilitation and Miro skills
Superannuation, Insurance or other regulated financial services experience would also be valuable.
You'll be at your best in this role if you can build trust quickly, meet people where they are, and stay focused on the customer when the program gets complicated.
Why consider it?
The foundations are in place, but there's still plenty to shape. You'll work closely with a respected CX leader, have the support of an organisation investing in customer experience, and produce work that guides both the initial delivery and future improvements.
This is a Melbourne-based, 12-month fixed-term role with potential to extend.
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📌 Cx Lead (Melbourne)
🏢 Frazer Tremble
📍 Melbourne