In-Demand Specialist case manage Jobs in Sydney, Nsw

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
Customer Resolutions & Compliance Specialist
FREEDOM Furniture —North Ryde NSW
- Full-time
- Hybrid work
- POS
- Communication skills
- Employee discount
Quick Apply
Complaints and Investigations Specialist
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Analysis skills
- Organisational skills
- Communication skills
Quick Apply
6d
Management Trainee
Genpact Australia Pty Ltd —Blenheim Road NSW
- Full-time
- Management
- English
- Finance
Quick Apply
International Operations Specialist - Assistance Services
International SOS —Sydney NSW
- Rotating roster
- Customer service
- Communication skills
5d
FinCrime Analyst (Investigator)
Revolut —Sydney NSW
- Weekend availability
- Remote
- English
- Analysis skills
- Bachelor's degree
Claims Consultant, Group Multi Claims
TAL —Sydney NSW
- Full-time
- Hybrid work
- Management
- Analysis skills
Quick Apply
Wellbeing Specialist
Asuria —Miranda NSW
- $80,000 - $90,000 a year
- Full-time
- Psychology
- Communication skills
- Parental leave
- Employee discount
Enterprise Customer Support Specialist
Canva —Sydney NSW
- Full-time
- English
- Administrative experience
- Communication skills
- Parental leave
Quick Apply
Claims Consultant, REST
TAL —Sydney NSW
- Full-time
- Hybrid work
- Management
- Analysis skills
Quick Apply
Employment Inclusion Specialist
Mission Australia —Bankstown NSW
- $81,987 a year
- Full-time
- Sales
- Business development
- Case management
5d
Disputes Resolution Specialist
Shift —Sydney NSW
- Full-time
- Hybrid work
- Customer service
- Finance
- Financial services
- Parental leave
6d
Debt & Compliance / Collections Officer - Operations (ATO contractors arm)
Operations (ATO contractors arm) —Sydney NSW
- From $4,500 a month
- Full-time
- In-person
- Communication skills
- Life insurance
Quick Apply
Support Coordinator/ Specialist Support Coordinator
Yolo Care —North Rocks NSW
- Choose your own hours
- First Aid Certification
- Case management
- Social Work
- Work from home
Caseworker (SCHADS 4) - Families Together - Sydney - Part-time
Catholic Care DBB —Waitara NSW
- From $44.58 an hour
- Part-time
- Working with children
- Communication skills
- Time management
- Employee assistance program
Quick Apply
Case Manager
EML —Parramatta NSW
- Full-time
- Customer service
- Negotiation
- Work from home
- Parental leave
Deceased Estates and Technical Specialist
Macquarie Group Limited —Sydney NSW
- Full-time
- Hybrid work
- Analysis skills
- Organisational skills
- Financial services
- Annual leave
- Work from home
Claims Consultant
EML —Sydney NSW
- Full-time
- In-person
- Communication skills
- Work from home
- Parental leave
14d
mlcoa - Quality Assurance Officer
mlcoa —Sydney NSW
- Full-time
- Hybrid work
- Microsoft Word
- Organisational skills
- Time management
Quick Apply
13d
Customer Service Specialist - Seco
Seco Tools —Sydney NSW
- Full-time

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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

specialist case manage jobs in sydney, nsw

Customer Experience (CX) Strategist Position

Customer Resolutions & Compliance Specialist

Complaints and Investigations Specialist

Management Trainee

International Operations Specialist - Assistance Services

FinCrime Analyst (Investigator)

Claims Consultant, Group Multi Claims

Wellbeing Specialist

Enterprise Customer Support Specialist

Claims Consultant, REST

Employment Inclusion Specialist

Disputes Resolution Specialist

Debt & Compliance / Collections Officer - Operations (ATO contractors arm)

Support Coordinator/ Specialist Support Coordinator

Caseworker (SCHADS 4) - Families Together - Sydney - Part-time

Case Manager

Deceased Estates and Technical Specialist

Claims Consultant

mlcoa - Quality Assurance Officer

Customer Service Specialist - Seco

I want to receive the latest job alert for specialist case manage in sydney, nsw

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