Chief Experience Officer (CXO)

Permanent | Executive Leadership Role
Location: Brisbane (Milton)
 
u&u have partnered with QTAC, a not-for-profit organisation that plays a critical role in connecting people with tertiary education opportunities across QLD and beyond. Operating at the intersection of education, technology and data, QTAC is recognised as a trusted leader in admissions, assessment and information services.
 
We are seeking an experienced and purpose-driven Chief Experience Officer (CXO) to join their ELT and lead the end-to-end customer lifecycle and brand experience across applicants, institutions and key stakeholders.

The Role

Reporting to the CEO, the CXO is responsible for shaping and delivering QTAC’s customer experience strategy, driving digital transformation and service innovation and supporting sustainable revenue growth through customer acquisition, conversion and commercialisation initiatives.

This role plays a key advisory function to the CEO and Board and contributes to enterprise-wide strategy, governance and policy, ensuring QTAC remains customer-centric, future-focused and sector-leading.
 
Key Responsibilities

• Lead and optimise the end-to-end customer, applicant and institutional experience;

• Develop and deliver customer experience, acquisition and conversion strategies aligned to QTAC’s vision;

• Drive digital transformation and service innovation in collaboration with technology and external partners;

• Champion a culture of service excellence and customer-centricity across the organisation;

• Drive innovation and efficiency in high-volume applicant assessment processes;

• Build and maintain strong relationships with universities, schools, government and sector stakeholders;

• Identify and commercialise new revenue streams, partnerships and service offerings;

• Provide executive-level advice, reporting and recommendations to the CEO and Board; and

• Lead high-performing, marketing, assessment & customer experience teams with a focus on capability and succession.

About You

You are a senior customer experience, marketing or transformation leader with:

• Proven executive-level experience (or readiness to step into an executive role);

• Strong background in customer experience, digital transformation and data-led decision making;

• Demonstrated success delivering enterprise-wide strategy and organisational change;

• Commercial acumen, including budget ownership and ROI accountability;

• Exceptional stakeholder engagement skills, including Board and government environments; and

• A people-first leadership style aligned to QTAC’s values of Passion, Integrity, Adaptability and People First.

Experience in education, NFP or regulated environments will be highly regarded.
 
Why Join QTAC

This is a rare opportunity to shape the future of customer experience within an organisation that delivers meaningful impact at scale. You’ll work alongside a committed executive team, influence sector outcomes, and help connect people with opportunities in a rapidly changing world.
 
For more information or a confidential discussion please call Erica Brush at u&u on 07 3232 9129 or Megan Stewart at u&u on 07 3232 9164 quoting reference number 43943.
 
Alternatively, please email matilda.hawkins@uandu.com to receive a copy of the information pack.
 
At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.
 
Should you require reasonable adjustments or have a preferred method of communication throughout the recruitment process, we encourage you to make a request via adjustments@uandu.com or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.
 
Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.
 
Please submit your resume in Word format only.