About Us

For over 45 years, ABN Group has been shaping the future of homeownership in WA and Victoria, delivering 90,000+ homes—from first homes to luxury builds. We're proud to say 1 in 4 customers comes from a referral, a testament to the trust we’ve earned.

Behind our success? A passionate team of 1,900+ employees and 3,000+ subcontractors, united by values like Excellence, Authenticity, Passion, and Leadership. If you're looking to be part of something bigger than a job—to grow, thrive, and have fun doing it—this is the place for you.

The Opportunity

We’re looking for a strategic, customer-obsessed CX Optimisation Manager to own and elevate the customer journey across our WA residential building brands. Reporting to the General Manager – Operations, you’ll lead initiatives that turn good experiences into exceptional ones.

Key Responsibilities:

• Develop and lead the CX strategy in alignment with ABN Group’s long-term vision, ensuring a consistent, seamless, and end-to-end customer experience across all touchpoints
• Identify pain points and opportunities by analysing customer interactions, feedback, and satisfaction data to improve service quality and operational processes
• Collaborate with L&D to create and deliver engaging, cost-effective training programs tailored to customer-facing teams, ensuring they’re equipped to deliver exceptional service
• Partner with key stakeholders to ensure the CX strategy incorporates the customer value proposition, relevant data insights, and business performance metrics
• Define and embed CX frameworks by creating and maintaining clear policies, standards, and procedures—including prioritisation processes for optimisation initiatives
• Champion a culture of customer-first thinking, engaging teams across the business to adopt a unified, customer-centric mindset

About You

You’re a natural leader with a passion for understanding people—and improving their experience. You bring a strategic mindset, strong communication skills, and a hands-on approach to building better outcomes.

You bring:

• Proven experience leading customer experience initiatives, or customer research in complex or fast-paced environments
• Strong analytical skills to interpret data trends, uncover root causes, and translate findings into actionable improvements
• Excellent communication and interpersonal skills—you can tailor your message to suit technical teams, senior leaders, and customer-facing staff
• The ability to influence and align cross-functional teams around a common CX vision
• A strategic mindset—you’re confident navigating ambiguity and building long-term plans grounded in insight and impact
• Bonus: Experience in the building or retail industry is desirable and will help you hit the ground running

Why Join Us?

We don’t just build homes—we build careers, culture, and community. Here’s what you can expect:

• A great team culture: Join a team that works hard but also knows how to have fun. We regularly have team events, social gatherings, and plenty of opportunities to bond
• Career growth: Whether you want to deepen your expertise or explore new areas, we’ll support your development
• Office perks: Enjoy a bright, modern office with plenty of spaces to collaborate (and relax when you need to)
• Competitive salary and benefits: We offer a great compensation package and additional perks to make your time with us even more rewarding
• Wellness focus: We provide dedicated programs to nurture your wellbeing and support your goals
• Parental leave: Additional paid parental leave for both primary and non-primary carers

Ready to Lead the Future of CX?

If you’re ready to make a real impact and help shape the customer journey at one of Australia's most respected building groups—apply now. We can’t wait to meet you.