General Manager - Customer Experience

Location: Melbourne
Reports to: Executive Leadership
Team size: ~25 (product, technology, design, delivery and change)

About the role

Talenza is partnering with a global brand to recruit a General Manager of Customer Experience who will lead and evolve a large‑scale digital ecosystem, shaping connected customer, participant and community journeys across Australia and global markets.

This role is accountable for designing, building and scaling connected digital experiences across mobile apps, web platforms and emerging technologies used by millions of users across multiple geographies. You will unify physical and digital touchpoints, drive personalisation at scale, and uplift the organisation's overall digital capability - ensuring experiences are seamless, engaging and consistent worldwide.

This is a senior leadership role that blends digital product, technology, experience design and platform enablement, with a strong focus on turning insight and data into action across diverse markets and audiences.

What you'll be responsible for

Customer Experience & Journey Ownership

• Own the end‑to‑end digital experience across apps, websites and platforms used locally and globally
• Design and evolve personalised, lifecycle‑based journeys that connect digital and physical moments
• Ensure experiences are intuitive, accessible, inclusive and scalable
• Translate customer, participant and community needs into compelling digital solutions at scale

Platform & Capability Leadership

• Lead the maturity of enterprise‑grade digital platforms supporting global user bases
• Set the vision and roadmap for mobile, web, CRM, identity, content and experience platforms
• Ensure platforms are stable, secure, scalable and capable of operating at peak demand
• Drive consistency, reuse and efficiency across digital products and geographies

Personalisation & Engagement

• Enable personalised content, offers and experiences across large, diverse user cohorts
• Use data and insights to deliver relevant, contextual interactions in real time
• Partner closely with data, analytics and AI teams to activate insight through experience

Leadership & Delivery

• Lead and develop a large, multi‑disciplinary team across product, engineering, UX and delivery
• Establish modern ways of working that support continuous delivery at global scale
• Govern portfolios, budgets, vendors and delivery outcomes across complex ecosystems
• Balance rapid delivery with long‑term platform and capability sustainability

Stakeholder & Commercial Partnership

• Partner with senior leaders across operations, marketing, commercial and technology
• Align digital initiatives to organisational strategy and measurable outcomes
• Enable value creation through experience, engagement and platform reuse across markets

What success looks like

• Customer experiences are consistent, intuitive and personalised at global scale
• Strong adoption and engagement across apps and digital platforms worldwide
• Physical and digital journeys feel seamless regardless of location or channel
• Digital capability is mature, resilient and trusted across the organisation
• Teams deliver at pace while reliably supporting millions of users

What we're looking for

• Senior leadership experience owning large‑scale customer or digital experiences for global audiences
• Proven track record leading digital product and technology teams at enterprise scale
• Deep understanding of customer journeys, personalisation and multi‑market ecosystems
• Experience maturing organisational digital capability, not just delivering projects
• Strong commercial acumen and executive stakeholder management skills
• Comfort operating in complex, high‑visibility, high‑scale environments

Why this role matters

This role sits at the centre of how people engage with the organisation - digitally and physically, locally and globally. You will shape customer experiences that must perform flawlessly at scale while remaining personal, relevant and human.