Director of Customer Experience, Insights & Strategy

Job Description

Our client is a global CX insights agency, known for bridging the gap between technology and insights with offices in Sydney and London.They design, build, and implement bespoke tech-led VoC, CX, and brand tracking projects—leveraging advanced technology and AI-powered dashboards to capture real-time customer experience data.Their real-time insights allow them to work in deep partnership with clients, measuring what matters to customers to transform customer experiences, deliver ROI, and drive commercial growth.As the Australian business grows, they’re looking for a hands-on insight professional to head up the insights division – with uncapped room for autonomy and growth.The Role: Director of CX, Insights and Strategy We’re looking for an experienced Insights & Strategy Director to oversee the design, delivery, and strategic direction of a high-profile, large-scale integrated NPS programmes. A key client is a leading Big-4 bank, where this agency is seen as a client partner and trusted advisor.As the face of the business, you’ll be the key point of contact for insights and strategy across all clients and projects —combining technical and research expertise to help clients get closer to their customer needs.You’ll have overarching responsibility for: Leading the implementation of large-scale CX, VoC, and NPS programs for key clients within the financial services sector. Transforming and improving customer experience to drive real business change—ensuring that the right questions are being asked. Designing methodologies that integrate customer behaviour data. Driving innovation in customer sentiment analysis through AI and tech tools. Overseeing the design of dashboards and analytical tools. Integrating data and spotting patterns. Confidently presenting insights, reports, and recommendations. Providing thought leadership. Managing a team of 2–3 people. Driving business growth with existing clients and scoping opportunities with new accounts. With offices in Sydney and London, this global agency offers flexible working, excellent benefits, and the opportunity to work at the intersection of technology, data, insights, and consulting as part of a 40+-strong team of genuine, passionate people. This role is based in Sydney, with two days a week in their CBD office.The Essentials: Proven commercial agency experience in quantitative research and insights - c8+ years. A holistic overview of insights, with the ability to shape the direction of research within a business. Strategic thinking, with the ability to connect customer insights to business outcomes. Strong stakeholder and people management skills. A confident presenter and storyteller, able to engage with C-suite executives. Advanced analytical skills—SPSS experience preferred. Financial services experience would be highly advantageous. To apply, please contact Emily Moser at Resources Group at or call +61 449 172 882 for additional information. #J-18808-Ljbffr