Service Experience Manager

Whether you are grabbing your first coffee in Sydney, trying to beat Brisbane traffic, or just pretending your inbox is not already judging you, the job is the same. Great customer experience does not happen by accident.

Our customers do not judge us by one ticket, one project or one interaction. They judge us by the overall experience of working with First Focus.

We are looking for someone who can turn customer feedback and insight into meaningful improvements that make that experience easier, faster, more consistent and more proactive.

You will lead our customer experience strategy and execution across our delivery teams. You will combine customer feedback with operational data to identify where improving the customer experience will have the biggest impact, ensuring those insights shape decisions, drive continuous improvement and strengthen a customer-first culture.

We call this a Super-Green experience, one that is easy, fast, consistent and keeps customers informed every step of the way.

This is a cross-functional role, reporting to the Chief Experience Officer. You will not manage delivery teams directly, but you will have the mandate to influence priorities, hold teams accountable for customer outcomes, and bring your own ideas for how to get there.

First Focus has grown into a team of nearly 500 people across Australia, New Zealand and the Philippines, and we are proud to be recognised as Australia’s #1 ranked mid-market MSP by Cloud tango for nine years running.

We have spent more than 15 years building a business that is stable, trusted and still growing. Smart people get the trust to do their jobs properly, backed by supportive leadership, real development and not too much of the usual workplace theatre.

Our values matter here, especially Wow the Customer
, Be the Solution and Never Stop Growing
. You can learn more about them here:

• Be the voice of the customer, ensuring feedback and insights are turned into practical improvements across the business.
• Map the customer journey, identify where customers experience unnecessary effort or frustration, and improve those interactions.
• Drive customer experience initiatives by partnering with delivery teams to improve products, processes and service delivery.
• Champion a customer-first culture by influencing leaders and teams to consider customer impact in everyday decisions, anchored in our Super-Green standard of easy, fast, consistent and informed.
• Develop customer experience capability by delivering training, coaching and practical guidance that helps delivery teams create better customer outcomes.
• Provide customer experience insights and reporting, identifying trends, measuring outcomes and recommending priorities for improvement.

• 5+ years’ experience in customer experience, customer success, CSAT / VoC programs, or a related customer advocacy role.
• Familiarity with the IT industry, prior experience working with or for an MSP is a plus.
• A track record of influencing outcomes across delivery teams without formal authority. You know how to build buy-in from frontline teams through to leadership.
• Hands-on experience with customer journey mapping and identifying moments of truth in the customer lifecycle.
• Comfort turning qualitative and quantitative customer feedback into a clear, prioritised action plan.
• Experience helping operational or technical teams improve the customer experience through coaching, training or practical guidance.
• Strong communication skills. Able to translate customer pain points into language that resonates across delivery teams and executives.
• A builder's mindset. This role is still taking shape, and we want someone who will bring their own point of view on how to run…