Head of Customer Experience

Position Aspiration:

To challenge and drive how the Project Lab continually improves and provides the best experience for our internal and external clients.

Position Description:

As the Head of Customer Experience, this role is accountable for delivering on our objective to be a differentiator to our competitors through our investment, creating an excellent employee experience leading to an outstanding client experience.  

You have oversight of the process in which all Services are delivered and work closely with our staff and consultants to ensure services focus on the client and are co-creative, and always create an exceptional experience. Groups of services included in this oversight are:

  • Corporate Services
  • Engagement Delivery Management
  • Engagement Support Services
  • People Support Services

This role is critical in the emerging Delivery capabilities of The Project Lab to achieve its vision and execution of its strategy.

As a Senior Manager in our Senior Management Team(SMT), you are relied upon as an expert to identify needs and oversee the delivery of services within the business context. You are an empowering expert, where you lead with empathy to the expectations, needs and desires of our clients, staff and consultants. In addition, you combine your knowledge, expertise, energy and skills to ensure your team grows, develops and delivers valuable and relevant outcomes. You have a strong commercial mindset and will use this to ensure that our approach to clients continually improves to deliver more value for our clients.

You are highly competent, comfortable working autonomously and have demonstrated experience in building and working with dynamic and cross-disciplinary teams. You can think on your feet, know when and how to escalate a problem, and don't shy away from challenging situations. You demonstrate advanced people skills by actively listening, encouraging others, conveying reliable facts, and building rapport in difficult situations to achieve the objectives.

You actively pursue opportunities to mentor and guide those who are less experienced and regularly partake in activities to increase the overall learning and development of other members of the Project Lab.

Your passion and drive for exceptional customer experience quality stands out, as does your ability to exceed expectations consistently.

You promote and practice the Project Lab's values and actively lead in creating a positive culture.  


Provide expert knowledge and leadership in engagement delivery operations through a client-centred and co-creative approach that is consistently sequenced, evidence-based and holistic.

Capture data to provide insight and foresight to the SMT in the following areas:

  • Employee & Contractor Engagement
  • Core Service Quality  
  • Reputation, Brand and Advocacy  
  • Client Loyalty, Retention, and Churn
  • Client Satisfaction

Manage direct Team Leaders and hold them accountable for carrying out the required processes and tasks to levels of quality and performance required to uphold high experience.

Work closely with the Project Lab's Executive Team and Senior Management Team to develop and grow company-wide capabilities.  

Provide leadership and mentorship to build the organisational capability, engagement delivery effectiveness and deliver on the business vision and values of the Project Lab.

Create, continually refine and document effective systems to ensure that processes are efficient, cost-effective, reduce wastage and provide a consistently high client engagement experience.  

Ensure that all aspects of engagement delivery have an approach supported by evidence that will act as a platform for delivering services required to support our operating and business models.  

Build partnerships and liaise with the development group to:

  • Participate in the creation, development and improvement of services
  • Provide relevant insight and foresight to the service development process to ensure exceptional experience outcomes from our services

Undertake multiple engagements simultaneously whilst ensuring appropriate reporting/escalation, excellent communication and engagement, and delivering agreed results with a high level of proficiency and quality.

Organise and facilitate meetings to ensuring outcomes are defined and achieved.

Manage stakeholder expectations, including assessing feedback and improving procedures accordingly to ensure that excellent engagement at all times.  

Support the Directors with strategic and business planning activities.  

Escalate any issues or challenges relating to service delivery where client outcomes or Project Lab commercial objectives may be at risk promptly.

Regularly seek to improve your working knowledge relating to the delivery of services through learning activities such as courses and events.

Skills and Experience:

  • A bachelor's degree in Business Management or similar (Certification relevant to Service Management)  
  • A minimum of 3 years' experience in service-related management role.  
  • Demonstrated experience in leadership and skills in building, motivating and leading teams effectively.
  • Demonstrated experience in creating professional development pathways to ensure that junior employees have the knowledge they need to do their jobs well.
  • Excellent interpersonal skills with demonstrated experience in facilitating communication, developing meaningful relationships and rapport with clients and teams and negotiate and persuade to achieve the required outcomes.
  • Experience in managing participatory design approaches such as human-centred design and co-design to ensure that customer and client voices are present in the delivery and continual improvement of services.
  • Experience in project management, and consulting activities with a strong commercial mindset.
  • Experience working with external stakeholders to understand and investigate feedback into the service, function or product provided and influence them to determine acceptable solutions.
  • Exceptional analytical and conceptual thinking skills.
  • Strong technical IT skills.
  • Accuracy, multitasking skills and attention to detail will be critical.
  • Strong organisational and time management skills.
  • A track record of following through on commitments.

Position Reports to:  Executive Team

Direct Reports: 6+

Permanent: Full-time- 5 days per week (37.5 hours) generally between 8:30am and 5:30pm. Flexible working hours (including more than 8 hours/day) may be required at times where critical project deliverables are subject to time pressures.

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