Work with us, in a career that matters

Lead Customer Experience. Drive Growth. Make an Impact.

Ability WA is seeking an experienced and dynamic Customer Experience Manager to lead our customer engagement strategy, drive acquisition and retention, and ensure exceptional service delivery across the organisation.

This is a senior leadership role where you will shape and influence the entire customer journey, working closely with the Chief Customer Officer and key stakeholders to support people living with disability to live the life they choose.

⏰Full Time, Permanent

📍Coolbinia based

About the Role

As the Customer Experience Manager, you will:

• Lead and oversee the Customer Engagement team, ensuring consistently high-quality customer service
• Drive customer acquisition, retention and sales performance aligned with organisational goals
• Shape and deliver a best-in-class customer journey across all touchpoints
• Build strong relationships with industry partners, referral networks and internal teams
• Develop and implement customer experience strategies and service improvements
• Analyse trends, track performance metrics and deliver data-driven insights
• Partner with Marketing to execute growth and engagement initiatives
• Provide leadership across continuous improvement, innovation and change initiatives

About You

You are a strategic and results-driven leader with a passion for customer experience and making a meaningful difference.

You will bring:

• 3–5+ years’ leadership experience in customer engagement, sales or contact centre environments
• Proven success in achieving revenue, conversion and growth targets
• Strong ability to coach, mentor and develop high-performing teams
• Exceptional stakeholder engagement and relationship management skills
• Highly developed analytical and problem-solving capabilities
• Experience working within or knowledge of the NDIS or disability sector (highly regarded)
• Strong organisational skills with experience in strategic planning and project delivery
• Relevant qualifications in Business, Customer Service or similar

Requirements

• Current National Police Clearance (or ability to obtain)
• NDIS Worker Screening Check
• Valid WA Driver’s Licence
• Full working rights in Australia

Why Join Ability WA?

• Be part of an organisation that puts people first
• Play a key role in shaping customer experience strategy and impact
• Contribute to meaningful outcomes for people with disability
• Boost your take-home pay with salary packaging benefits up to $18,550
• Flexible hours + work from home options
• Access to an employee assistance program
• Easy access to Yokine Reserve for refreshing walking meetings (and the occasional dog pat)
• Free parking

Apply Now

If you are ready to lead customer experience transformation and drive meaningful change, we’d love to hear from you.

Click apply to submit your resume and cover letter (maximum one page). Applications will be reviewed as received, so apply early!

Questions?

Contact David Edwards, Chief Customer Officer

📞(08) 9267 8379

📩 David.Edwards@abilitywa.com.au

Ability WA is committed to empowering all people to realise their abilities and thrive in their communities. We embrace the unique strengths of every person within our organisation and welcome people of all backgrounds, abilities, sexual orientations, gender identities, ethnicities and cultures as we continue to grow our diverse workforce.

We reserve the right to extend or withdraw this advertisement prior to the closing date.

Ability WA focuses on sourcing high calibre candidates through direct recruitment campaigns. Please do not send unsolicited agency CVs or contact Ability WA staff regarding unsolicited CVs.