Full time permanent position based in Adelaide CBD
Join a tight-knit team with a fun, inclusive and supportive culture
The Role
Are you passionate about creating exceptional customer experiences?
Do you thrive on turning insights into action and leading change that truly matters?
As our CX Lead, reporting to the Manager Member Experience, you'll be at the forefront of transforming how we connect with our customers.
At RAA, we're proudly customer obsessed.
This role exists to drive meaningful change in how our customers engage with us – improving satisfaction, eliminating friction and building long-term relationships.
Your mission is to ensure every interaction reflects our commitment to excellence.
You will:
Design and deliver customer experience strategies that align with RAA's strategic goals
Translate customer insights into actionable initiatives that drive satisfaction and loyalty
Champion a whole-of-relationship view, connecting journeys across channels and business units
Analyse data using platforms such as Qualtrics, Tableau and Power BI to uncover trends and opportunities
Bring the customer voice to life through storytelling, activations and coaching across the organisation
Oversee the employee 'idea box' channel – from opportunity through to execution and engagement – to elevate our customer experiences
Contribute to planning and budgeting, ensuring experience initiatives are aligned and impactful
About You
We're looking for someone who combines strategic thinking with a passion for people.
You'll bring:
Tertiary qualification in Business, Marketing, Psychology, Communications, or equivalent experience
Proven experience in customer experience roles, ideally in a fast-paced, customer-centric environment
Familiarity with NPS, satisfaction metrics and research methodologies
Strong understanding of customer experience principles and emerging trends
An analytical mindset, with the ability to translate data into compelling narratives




Excellent communication and stakeholder engagement skills
High emotional intelligence and the ability to influence and collaborate across teams
Self-motivation and the ability to work independently with a results-driven approach
Understanding of membership models and the South Australian market (advantageous)
About us
Established in ****, RAA has grown up alongside South Australia - and for more than 120 years, the community has trusted us to have their back.
Known for our iconic road service and insurance, we now support over 840,000 members across travel, solar and battery solutions, EV charging and more.
And we don't just deliver services, we stand up for what matters, advocating for safety, wellbeing and a stronger future for our state.
Our purpose is simple: be better for our members and better for our community.
Guided by our values — Member Obsessed, Doing the Right Thing, Delivering Together and Courageously Challenging.
We're one of SA's most trusted brands and largest employers.
We're on a mission to be the #1 employer of choice, creating an inclusive, supportive workplace where our people feel empowered to make a real difference, every day.
Benefits
We believe in rewarding our people for the work they do.
As part of the RAA team, you'll enjoy:
Free RAA premium road service
Access to our RAA Rewards Program
Generous discounts on all RAA products
Flexible work arrangements
Ongoing Training & Development opportunities and a Study Support Program
Wellbeing facilities and Corporate Health Insurance Plan
You'll need to provide evidence of your eligibility to work in Australia and we'll also need you to undertake a police check before you can work with us at RAA.
We're committed to a diverse, inclusive workplace where everyone is valued for their unique contributions.
We welcome applications from people of all ages and backgrounds, including people living with disability, First Nations Peoples, LGBTIQA+ community members, and people from culturally diverse backgrounds.
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📌 Customer Experience Lead (Adelaide)
🏢 RAA
📍 Adelaide