Overview:

• Full-time, Fixed Term position until 31st of March 2027
• Enjoy a competitive salary package + 17% Superannuation and Flexible Working Arrangements
• Based at the Melbourne CBD campus, and hybrid ways of working

About You
We are seeking a Manager, Customer Experience Capability with a passion for enabling equitable access to Education, to strengthen organisational CX capability and build expertise across research, experience design, and journey thinking. This role will play a key role in a Digital Journey Orchestration initiative and amplify the Voice of Customer program, ensuring insights are visible, actionable, and drive meaningful change across priority journeys. You will collaborate with stakeholders across the University to influence decisions, enable colleagues to listen, respond, and act, and model leadership that champions seamless, connected, and student- and staff-focused experiences.

To be successful in this position, you’ll have as a minimum:

• Proven leader who fosters inclusive, high-performing teams by supporting staff wellbeing, engagement, and development while modelling organisational values
• Strategic and analytical thinker who translates sector and consumer insights into actionable recommendations that challenge assumptions, expand possibilities, and drive high-value CX outcomes
• Proven ability to lead journey orchestration approaches, with strong planning and design skills to visualise end-to-end experiences and translate them into frameworks, tools, and ways of working
• Experience managing and amplifying Voice of Customer programs to ensure insights are visible, actionable, and drive meaningful change
• Experience in leading projects and building organisational CX research and service design capability) and embedding contemporary methods, tools, and frameworks
• Excellent written and presentation skills, with the ability to turn complex insights into compelling narratives for senior leaders and diverse audiences
• Familiarity with digital tools and platforms that support journey orchestration and Voice of Customer programs (e.g., Qualtrics, Adobe Experience Cloud, Salesforce) (Desirable)

Please Note: Appointment to this position is subject to passing a Working with Children and National Police Check.

About the Portfolio

The CX team sits within the Engagement Portfolio. The portfolio protects and enhances RMIT's international brand, reputation, reach and revenue. It works collaboratively across colleges and portfolios to deliver RMIT's strategic agenda. The portfolio oversees core strategic functions including corporate communications, global marketing, global student recruitment, market insights, digital experience, customer experience research and design, fundraising activities to support teaching, learning and research, as well as driving engagement across our alumni and philanthropic communities.

To Apply 

Please submit your CV including links to portfolio and covering letter addressing your suitability for this position by clicking on the ‘Apply’ link at the top of this page.

For further information regarding recruitment processes, please contact Larisa Ahadi, Senior Talent Acquisition Advisor via email at [email protected] Please do not share your application to this email address.   

Position Description

Please note, if you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to RMIT's Jobs website to access the Position Description at the bottom of the page. Due to recent upgrades, position description links may not work on LinkedIn advertisements.  

#LI-Hybrid

Applications Close:

12 Apr 2026 11.59 pm

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. 

 

In line with RMIT University’s commitment to a safe, respectful and inclusive environment, from 1 January 2026, the University will also consider gender-based violence (GBV) risk factors as part of our recruitment processes.  All applicants will be required to complete a gender‑based violence declaration in accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence.  Preferred candidates will also be required to undertake relevant pre‑employment background checks, including Working With Children Checks. Information provided will be treated confidentially and considered only for its relevance to the role and RMIT’s safety obligations.

 

At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms). To discuss adjustment requirements, please contact Dani, via [email protected] or visit our Careers page for more contact information - https://www.rmit.edu.au/careers.

 

We are a Circle Back Initiative Employer – we commit to respond to every applicant.