Help us deliver a better tomorrow Australia Post is delivering for all Australians. In this role you will be responsible for measuring, analysing, and translating business customer experience (CX) performance data into clear, actionable insights that inform strategic decision-making across Australia Post’s Parcels Business. They will design and manage CX performance frameworks and dashboards and work closely with cross‑functional stakeholders to prioritise, track, and measure the impact of experience improvements. Overall, the role acts as the analytical and insight lead, ensuring customer feedback and performance data drive tangible improvements in customer outcomes and business performance. About the opportunity This is a role for someone who can turn customer and performance data into clear business action. As Experience Performance Manager, you’ll help us understand where the parcels customer experience is working well, where it is breaking down, and what we should do next. You’ll bring together customer feedback, performance data and operational insights to help leaders make better decisions. You’ll work across parcels Experience, product, pricing, sales, marketing, customer research and operations. Your job is to make the data useful, the story clear and the priorities easier to act on. What you’ll deliver with us You’ll deliver the insight that helps improve the end-to-end Freight customer experience. Success in this role means leaders have a clear view of customer pain points, performance trends and improvement priorities. You’ll build the dashboards, measures and analysis that help the business decide where to focus, what to fix and how to track progress. The role reports to the Group Manager, Performance & Insight. You’ll also Build and manage dashboards and performance measures that show how the Freight customer experience is performing Analyse customer feedback, operational data and performance trends to identify issues, root causes and opportunities Turn data into clear recommendations that help teams improve service, customer outcomes and business performance About you You’re commercially minded, curious and good at making sense of messy or complex information. You know how to turn data into a clear story. You can spot what matters, explain it simply and help others decide what to do next. You’re comfortable working with senior stakeholders, asking good questions and bringing people with you. You’re practical, outcome-focused and comfortable working across different teams and priorities. You care about improving the customer experience, not just reporting on it. You’ll also need Strong experience in data engineering and analysis, customer experience, business intelligence or a similar field Experience building dashboards and reports using tools like Tableau, Power BI, Looker or similar Experience building data queries in cloud based data environments. Strong communication and stakeholder skills, with the ability to present insights clearly to non-technical audiences and senior leaders How we’ll deliver for you A role with real influence, where your work helps shape decisions on customer experience, priorities and investment Broad exposure across Freight Experience, product, pricing, sales, marketing and operations The chance to improve how customer performance is measured and managed, and help drive better outcomes for customers and the business We’re delivering together At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au.``
