Customer Experience Specialist

Everything Begins with Connection

At Journey Early Learning, exceptional family experiences are created with intention — every interaction and every moment matters.

We’re looking for a Customer Experience Specialist who blends a passion for people with a curiosity for data, turning insights into meaningful improvements across the family journey.

This is an opportunity to influence strategy, drive positive change, and help shape how families experience Journey from their very first enquiry through to everyday moments in our centres.

About the Role
Brisbane, QLD | Full-time | Hybrid (3 days in office)

Working within our Marketing team and partnering closely with Enrolments and Operations, you’ll take an end-to-end view of the family journey. Identifying opportunities, improving consistency, and ensuring every touchpoint delivers a connected Journey experience.

You’ll use customer insights, feedback and data to design and implement initiatives that strengthen engagement, improve retention and support occupancy growth.

What You’ll Be Doing

Customer Experience & Insights

• Analyse family feedback, sentiment and engagement data to identify trends, monitor key metrics and uncover opportunities
• Translate insights into actionable strategies that improve the family experience
• Support customer journey mapping, reporting and continuous improvement initiatives across the organisation

Strategy & Continuous Improvement

• Develop and implement customer experience initiatives, identifying gaps and improving consistency across all family touchpoints
• Partner with Marketing, Enrolments and Centres to align messaging and create a seamless family experience
• Recommend and drive improvements across systems, processes and communications to enhance overall experience

Stakeholder Engagement

• Work closely with internal teams to implement experience-led changes
• Provide guidance, resources and best practice to support centres
• Champion a customer-first mindset across the business

What Success Looks Like

• Improved family satisfaction, engagement and retention
• Consistent, high-quality customer journeys across centres
• Increased advocacy and measurable, data-led outcomes

About You

You’re naturally curious and enjoy understanding the “why” behind customer behaviour.

You bring:

• Experience in customer experience, marketing, comms or a similar field
• Strong analytical skills with the ability to turn insights into action
• Excellent communication and stakeholder engagement skills
• A balance of empathy and commercial thinking, with a hands-on approach

Bonus: Experience with CRM systems, customer feedback tools or journey mapping

Why Join Journey?

At Journey Early Learning, we’re building experiences that families trust, remember and value — and we know our people are at the heart of that.

You’ll benefit from:

• Competitive salary +Super
• Performance-based bonus opportunities
• Hybrid working (3 days in office)
• A supportive, collaborative team environment
• The opportunity to influence strategy and drive meaningful impact across the organisation

Because at Journey, every improvement begins with understanding the families we serve.

Apply Now

If you’re passionate about turning insights into action and creating exceptional experiences — we’d love to hear from you.