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
