Senior Manager, Customer Service Design and Solutions
Senior Manager, Customer Service Design and Solutions
Posted on :
07-10-2025
Employer Active
1 Vacancy
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Job Description
Hi were PEXA
Every time a house is bought sold or refinanced in Australia your lawyer conveyancer and lender will most likely use a digital platform to settle your property this is where we come in. PEXAs world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.
Since starting our journey in 2010 we now employ a team of over 1000 people working across multiple continents. Were still growing innovating and looking ahead but behind our greatest achievements there is a team of curious creators and big thinkers. Thats why were looking for ambitious people like yourself to join the team.
A day in the life
Youll spend your week spotting and shaping opportunities to make life easier for both our customers and the people who serve them. Youll listen to calls review workflows and uncover friction points that slow down great service. From there youll design and shape practical solutions - partnering with Technology and Product to deliver the right fixes and improvements.
Youll bring together insights from our people our data and our customers to focus on what matters most: enabling our teams to work smarter not harder. Whether its simplifying tools removing manual steps or improving how channels connect youll make service feel effortless - for the team and for the customer.
About the role
This role exists to reimagine how PEXAs operations teams deliver service. Its about designing better ways of working for our people so they can deliver faster simpler and more consistent experiences for our customers.
Youll identify prioritise and shape opportunities for improvement across systems processes and tools partnering with Technology and vendors to ensure the right solutions are delivered. Its a role that sits at the intersection of customer experience operational design and service excellence - turning insight into action and helping PEXA stay trusted efficient and easy to do business with.
Key capabilities were looking for:
Customer Service Transformation - leading initiatives that drive productivity and efficiency across customer operations while improving the service experience for both customers and teams.
Service Design & UX - deep experience in journey mapping service blueprinting and simplifying end-to-end experiences.
Collaboration with Technology & Vendors the ability to shape scope and land solutions with Tech and partners; someone who owns the business problem.
Strategic & Commercial Alignment able to connect initiatives to clear customer commercial and operational outcomes - driving productivity service efficiency and measurable business impact while influencing senior stakeholders.
What success looks like in the first 612 months:
A clear prioritised pipeline of service design opportunities with strong business and operational alignment.
Demonstrable improvements in operational efficiency higher productivity reduced call handling time and post-call workload.
Tangible uplift in service outcomes faster resolution times improved consistency and higher customer satisfaction.
Stronger collaboration between Operations and Technology to deliver scalable improvements and sustained service excellence.
(We encourage you to apply even if you dont tick every box we know potential comes in many forms.)
A career at PEXA starts with you!
If you think you have the required skills an appetite to learn and would be a great fit wed love to hear from you even if you dont tick all the boxes. At PEXA we support your growth and help you discover your full potential.
Why join us
Quarterly wellness days to recharge
Four weeks workcation per year - work from an approved country
Take the opportunity to purchase up to four weeks additional annual leave per year
Learn from the best and upskill with PEXA Academy certifications and grow your career
Our commitment to our people and a better future
At PEXA we want you to embrace your best self each day creating an environment where everyone can contribute and participate so that every person can reach their full potential. We want our people to feel equally valued supported and celebrated. With market-leading benefits that make a difference were committed to supporting individuals families and carers. Your culture gender sexual orientation language and other attributes make you unique! We couldnt be prouder to have a team that reflects the richness of our wider community.
Were a proudCircle Back Initiative Employer and commit to responding to every applicant.
Stay Connected
A career at PEXA is exciting challenging and rewarding and were always on the lookout for talented individuals to join the team. You can learn more about life at PEXA on our website and social channels too.
Required Experience:
Senior Manager
Employment Type
Full-Time
Key Skills
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