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Customer Experience Manager

14 days ago: Australian National University

Job Description

Classification:  Senior Manager 1 (Administration)
Salary package:  Competitive salary package to be negotiated with successful candidate.
Term: Full time, Continuing
  • Drive the Customer Experience (CX) for some of the world's brightest prospective students
  • Deliver sector-leading engagement via Enquiry and Communications Teams 
  • Backed by strong mandate to revolutionise ANU customers' buying journeys

Position overview

The Division of Marketing & Student Recruitment contributes to the University's strategic objective to provide an excellent educational experience for its students through delivery of accessible and supportive administrative functions throughout the student lifecycle. The Division's student related support services include the management of: enrolment and progression;  fee invoicing and cashiering; scholarships; examinations; prizes; graduations; timetabling; general enquiries; student card; transcripts;  student communications and quality advice on ANU student related policy and rules as well as compliance with national and international regulations. 

The Customer Experience Manager (CXM) will ensure prospective ANU students receive the highest standards of engagement at all stages and via all touchpoints, and will advocate strongly for optimised customer experience over process ease wherever the Future Student Experience CRM is deployed. The CXM will own outbound communications and lead the optimisation of inbound enquiry management. Using qualitative and quantitative benchmarking, the CXM will ensure rigorous and continuous service improvement, and will be the first contact point for a range of ANU stakeholders. 

For further information please contact John Connolly, via E:  john.connolly@anu.edu.au . 

ANU values diversity and inclusion and is committed to providing equal employment opportunities to those of all backgrounds and identities. For more information about staff equity at ANU, visit https://services.anu.edu.au/human-resources/respect-inclusion

Application information

In order to apply for this role please make sure that you upload the following documents:

  • A statement addressing the selection criteria.
  • A current curriculum vitae (CV) which includes the names and contact details of at least three referees (preferably including a current or previous supervisor). If your CV does not include referees you can complete these online when prompted in the application form.
  • Other documents, if required.

Applications which do not address the selection criteria may not be considered for the position.

Please note: The successful applicant must have rights to live and work in this country. 


Classification:  Senior Manager 1 (Administration) Salary package:  Competitive salary package to be negotiated with successful candidate. Term: Full time, Continuing Drive the Customer Experience (CX) for some of the worlds brightest prospective students Deliver sector-leading engagement via Enquiry and Communications Teams  Backed by strong mandate to revolutionise ANU customers buying journeys Position overview The Division of Marketing & Student Recruitment contributes to the Universitys strategic objective to provide an excellent educational experience for its students through delivery of accessible and supportive administrative functions throughout the student lifecycle. The Divisions student related support services include the management of: enrolment and progression;  fee...