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CX Project Manager

Mirvac -
Sydney NSW

Apply Now

Job Details

4 days ago

Qualifications

CRM software
Hospitality
Communication skills

Full Job Description

Mirvac is a brand that creates and curates better experiences. We are more than developers or builders - we are visionaries, and our ability to see the world differently drives us to be bold, embrace innovation and diversity, and lead with optimism.

As creators of positive change, we see each new project as an opportunity to leave a lasting legacy, delivering enduring value for all Australians. We focus on sustainability, innovation, and shared value, to return benefits to our customers, partners, investors, and communities.

Our opportunity

As a CX Project Manager, you will responsible for leading the design and delivery of customer experience initiatives developed within the CX Imagination Co - Lab. The role blends customer strategy, experience design, and project delivery to bring Mirvac’s target-state customer journeys to life.

Working with customer insights, behavioural data, and market intelligence, the role will identify experience opportunities, design solutions, and lead cross - functional teams to test and implement initiatives that improve customer outcomes and deliver measurable commercial value.

The role will work closely with marketing teams across Development and Asset Management, as well as Digital and technology teams, to ensure customer experiences are insight - led, operationally feasible, and scalable across Mirvac’s diversified portfolio.

Your responsibilities will include:

CX Project Leadership

Lead end - to- end CX projects from opportunity identification through design, testing, and implementation.
Translate customer strategies and target - state journeys into practical initiatives that improve the customer experience.
Develop clear project scopes, timelines, deliverables, and success metrics aligned with commercial objectives.
Coordinate multidisciplinary project teams and manage stakeholders across the organisation.

Customer Insight & Opportunity Identification

Use customer research, behavioural data, and analytics to identify friction points and opportunities within the customer lifecycle.
Translate insights into CX initiatives that enhance acquisition, engagement, satisfaction, and loyalty.
Work with the Customer Data & Insights team to ensure CX initiatives are evidence - based and measurable.

Experience Design & Solution Development

Design improved customer journeys, service interactions, and experience concepts aligned with Mirvac’s customer strategies.
Develop journey maps, service blueprints, and solution concepts that integrate people, process, technology, and place.
Ensure digital and physical touchpoints are designed to work together seamlessly across the customer lifecycle.

Prototyping, Testing & Implementation

Develop and test prototypes, pilot initiatives, and minimum viable experiences to validate concepts before scaling.
Run test - and - learn initiatives and customer validation exercises to optimise experiences.
Work with Digital, CRM, and operational teams to implement successful initiatives into production environments.

Cross - functional Collaboration

Work closely with marketing teams across Development and Asset Management to align CX initiatives with brand positioning and customer engagement strategies.
Collaborate with Digital and technology teams to ensure solutions are technically feasible and integrated with customer platforms.
Lead cross - functional specialists seconded into CX initiatives, including customer data, CRM, research, or digital product experts.

Measurement & Continuous Improvement

Define success metrics and performance indicators for CX initiatives.
Monitor outcomes and use insights to continuously improve customer experiences.
Share learnings and case studies across the organisation to strengthen Mirvac’s CX capability.

Your point of difference

You have 5 years’ experience in customer experience, service design, digital product, innovation, or transformation roles, ideally gained within the Real Estate, Hospitality, or Retail industries.

You will also have:

Demonstrated experience leading cross - functional projects that improve customer journeys or service experiences.
Strong capability in customer journey mapping, service design, and experience innovation.
Experience translating customer insights and data into practical experience improvements.
Strong project management capability, including planning, delivery, and stakeholder coordination.
Experience working with digital, CRM, or customer technology platforms.
Excellent facilitation, collaboration, and communication skills.
Experience within property, retail, hospitality, or placemaking environments.
Experience working with multidisciplinary teams including data analysts, researchers, and technology specialists.
Familiarity with human - centred design, design thinking, and experimentation methodologies.
Qualification in Business, Design, Marketing, Innovation, or a related discipline

Apply Now

If you are passionate about customer experience, enjoy turning insights into action, and thrive in a collaborative, innovative environment, we would love to hear from you.

Apply Now

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