In-Demand Customer service case managers Jobs

Customer Experience (CX) Strategist Position
ALC Group —Strathfield South NSW
- $80,000 - $100,000 a year
- Full-time
- Hybrid work
- Hospitality
- Salesforce
- Agile
- Employee discount
- Gym membership
Quick Apply
Senior Case Manager
Queensland Government —Queensland
- Management
- Customer service
- Business
- Parental leave
12d
Case Manager & Case Management Associate - Expression of Interest
Toll Group —Melbourne VIC
- Full-time
- Case management
- Communication skills
- Time management
Client Intake & Service Coordinator
LYZ Food Pty Ltd —Bankstown NSW
- $65,000 - $75,000 a year
- Part-time
- Customer service
- English
- Administrative experience
- Employee discount
- Free food
Quick Apply
8d
Senior Case Manager
DXC Technology —Queensland
- Full-time
- Microsoft Office
- Analysis skills
- Education
- Parental leave
- Employee assistance program
12d
Customer Success Manager
Nice —Remote
- Remote
- CRM software
- Data analysis skills
- Master's degree
Case Manager Level 2
Allianz —Moe VIC
- Full-time
- Remote
- Customer service
- In-person
- Communication skills
Case Manager
Gallagher Bassett —Melbourne VIC
- Hybrid work
- Customer service
- Databases
- Administrative experience
- Work from home
- Parental leave
Case Manager Level 1
Allianz —Sydney NSW
- Full-time
- Hybrid work
- Case management
14d
Case Coordinator SAT
Department of Justice —Western Australia
- $86,439 - $92,795 a year
- Full-time
- Case management
- Annual leave
- Gym membership
5d
Case Manager - Community Connections
Baptist Care SA —Greater Adelaide SA
- Full-time
- Bachelor's degree
- Case management
- Social Work
- Health insurance
- Employee assistance program
9d
Care Partner (Customer Service)
Employment Hero —Brisbane QLD
- $84,000 a year
- Full-time
- Customer service
- Microsoft Office
- AI
- Employee assistance program
- Employee discount
7h
Enterprise Customer Support Specialist
Canva —Sydney NSW
- Full-time
- English
- Administrative experience
- Communication skills
- Parental leave
Quick Apply
Expression of Interest - Case Manager - Melbourne VIC
Allianz —Melbourne VIC
- Full-time
- Hybrid work
- Management
- Customer service
- Administrative experience
Case Manager
Zurich Insurance —Greater Adelaide SA
- Full-time
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Customer service
- Parental leave
13d
Eligibility Case Manager
DXC Technology —Queensland
- Full-time
- Microsoft Office
- Analysis skills
- Case management
- Parental leave
- Employee assistance program
10d
Client Care Counsellor
Telus Health —Brisbane QLD
- Full-time
Case Manager - Community Connections
Baptistcare SA —Greater Adelaide SA
- $88,090 a year
- Full-time
- Bachelor's degree
- Case management
- Social Work
- Health insurance
- Employee assistance program
Quick Apply
9d
Senior Client Success Manager, Enterprise
Indeed —Sydney NSW
- $84,000 - $126,000 a year
- Full-time
- Management
- Bachelor's degree
- Recruiting
- Annual leave
4d
Customer Success Manager - Remote
Beehive Business Services (Demo) —Daisy Hill QLD
- $90,000 - $150,000 a year
- Full-time
- Remote
- CRM software
- Salesforce
- Communication skills
Quick Apply

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Customer Experience (CX) Strategist Position

ALC Group
Strathfield South NSW

Quick Apply

Job Details

Full-time
$80,000 - $100,000 a year

Benefits

Company car
Employee mentoring program
Employee discount
Gym membership
Professional development assistance
Free food
Free drinks

Qualifications

Looker
Hospitality
Salesforce
Qualtrics
Agile
Financial services
HubSpot
Google Analytics
Communication skills
Analytics

Full Job Description

Help thousands of Australians get out of debt and back on their feet. Reshape how three established finance brands look after their customers.

About us

ALC Group is a multi-brand financial services organisation with more than 30 years of experience supporting Australians through complex financial situations.

Our group operates across consumer and commercial lending, debt solutions, and specialist finance services. We are fully licensed, highly rated by customers, and trusted by tens of thousands of Australians nationwide.

Many of our customers come to us during periods of financial stress or uncertainty. We pride ourselves on delivering support with empathy, professionalism, and care.

The role

We're hiring our first dedicated Customer Experience Strategist - someone to own the end-to-end journey across all three brands and make every touchpoint sharper, kinder, and more effective.

This is a strategic and hands-on role. You'll work directly with the CEO, marketing, operations, and case management to:

● Map the full customer journey for each brand - from first ad click to post-loan relationship

● Identify and remove friction points (drop-off in applications, dead spots in communications, anywhere we lose customers)

● Build and run a Voice of Customer program (NPS, CSAT, qualitative interviews, post-call surveys)

● Redesign onboarding, in-process communications, and post-completion follow-ups

● Improve the hardship and difficult-conversation experience - this is a regulated industry and how we handle these moments matters enormously

● Use data to spot patterns and prioritise what to fix next

● Work cross-functionally with marketing on landing pages, with operations on application flow, and with case managers on customer interactions

● Develop retention and re-engagement strategies for customers who didn't convert first time

You'll be the customer's voice inside the business.

What you'll bring

Essential:

● 3+ years in a CX, customer journey, service design, or related strategic role

● A track record of measurable improvement - reduced churn, lifted NPS, improved conversion, faster resolution times

● Strong communicator - able to talk to a CEO, a case manager, and a frustrated customer with equal confidence

● Comfortable with data and analytics - you don't need to be a data scientist, but you should know how to read a funnel report and ask the right questions

● Empathy. This is non-negotiable. Our customers are often stressed, embarrassed, or scared. Their experience starts with how we make them feel

● Self-starter - this is a new role, so you'll need to scope and priorities your own work

Nice to have (not required):

● Experience in financial services, lending, or any regulated industry

● Familiarity with hardship, debt management, or consumer credit frameworks

● Tools: Salesforce, HubSpot, Hotjar, Qualtrics, Looker / Google Analytics

● Service design / journey mapping qualifications (Forrester CX, NN/g, IDF, etc.)

● Background in customer-facing roles earlier in your career (the best CX people have done time at the coalface)

We're more interested in how you think than where you've worked. If you've improved a customer experience anywhere - retail, hospitality, healthcare, SaaS - and you can show us how, we want to hear from you.

Why join us

● Real impact: You're not optimising someone's checkout flow for shoes. You're improving how people navigate genuine financial stress

● Established but agile: 30+ years of history, but a modern, lean team that moves fast and makes decisions

● Direct access: You'll work with the CEO and have real authority to drive change

● Growth runway: This is the founding CX role. Get it right and the function grows with you

● Three brands, one team: Diverse customer types and product mixes mean you'll never get bored

● Hybrid flexibility: We value office time but trust adults to manage their own schedules

● Modern technology and support: You'll collaborate closely with our in-house full-stack development team and have access to our state-of-the-art proprietary CRM platform, designed to provide deep customer insights and data-driven intelligence. This powerful combination of technology, support, and innovation will equip you with the tools and resources needed to create exceptional customer experiences, drive strategic improvements, and make a real impact across the business.

How to apply

Send us:

Your CV
A short cover note (not a generic template) telling us about a customer experience you've personally improved, what changed, and how you measured it. One page is plenty.

ALC Group is an equal opportunity employer. We welcome applications from people of all backgrounds and life experiences.

Pay: $80,000.00 – $100,000.00 per year

Benefits:

Company car
Employee discount
Employee mentoring program
Free drinks
Free food
Gym membership
Professional development assistance

Work Location: Hybrid remote in Strathfield South NSW 2136

Quick Apply

Refine Your Search

customer service case managers jobs

Customer Experience (CX) Strategist Position

Senior Case Manager

Case Manager & Case Management Associate - Expression of Interest

Client Intake & Service Coordinator

Senior Case Manager

Customer Success Manager

Case Manager Level 2

Case Manager

Case Manager Level 1

Case Coordinator SAT

Case Manager - Community Connections

Care Partner (Customer Service)

Enterprise Customer Support Specialist

Expression of Interest - Case Manager - Melbourne VIC

Case Manager

Eligibility Case Manager

Client Care Counsellor

Case Manager - Community Connections

Senior Client Success Manager, Enterprise

Customer Success Manager - Remote

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