Head of Customer Experience

Job Description

Permanent full timeMelbourne, Sydney or Brisbane Ampol Corporate offices

At Ampol, we believe in the Power of Us - the extraordinary power of people to connect, act, and make a difference.

As a leading energy company operating across Australia, New Zealand, Singapore and from the United States, our work spans fuel supply, energy solutions, convenience retail, infrastructure, trading and shipping. Every role at Ampol plays a part in something bigger - powering progress for our customers, communities, and people.

Your career here is yours to shape. We back our people with real opportunities, the tools to grow, and a culture that rewards ownership and initiative. Whether you’re deepening your expertise or taking on something new, we’ll support you to power a career that works for you.

We’re building a workplace where everyone feels welcome, respected, and valued - because when people are free to be themselves, powerful things happen.

About Retail

Ampol Retail is one of Australia’s largest convenience and fuel networks. We serve millions of customers each year - whether they’re fuelling up, grabbing coffee, or picking up dinner on the go.

Our people are at the heart of what we do. From frontline teams to support roles, we focus on simple, friendly service that makes life easier for our customers - wherever their journey takes them.

About the role

In this role, you will be responsible for developing and delivering customer solutions that support Ampol's broader Customer Strategy and commercial growth objectives. You'll lead the customer experience agenda across B2C and B2B channels, driving innovation, identifying new product opportunities, and delivering initiatives that create meaningful value for customers and the business.

This role will champion the voice of the customer across the organisation, influencing key stakeholders and ensuring customer-centric thinking is embedded across strategy, projects, processes, and technology solutions.

Key responsibilities

Define and execute the vision, strategy, and roadmap for customer experience initiatives across the Group.Act as the customer advocate, ensuring customer needs are represented across business decisions and strategic priorities.Identify, develop, and deliver customer-focused growth opportunities and commercial partnerships.Lead cross-functional initiatives that enhance customer experience and deliver commercial outcomes.Own and manage the financial model for the Group Customer Strategy, including EBIT and long-term customer value measures.Partner closely with Brand, Marketing, B2B Sales, B2C teams, and support functions to achieve customer and business outcomes.

Qualifications & Experience

Tertiary qualifications in Business, Marketing, Commerce, or a related discipline.Deep expertise in customer strategy, customer experience, and customer-centric business transformation.Demonstrated success developing and launching initiatives that deliver measurable business outcomes.A proven leadership track record within large, complex, or listed organisations.Exceptional people leadership experience with a strong ability to build and develop high-performing teams.Strong commercial acumen with experience managing business cases, financial outcomes, and strategic investments.Outstanding stakeholder engagement and influencing skills, including the ability to lead without formal authority.Strong analytical capability with experience leveraging customer data and insights to drive decision-making.Excellent communication, negotiation, critical thinking, and relationship management skills.Experience across both B2C and B2B customer environments will be highly regarded.

Benefits

Our total remuneration is competitive. This is across base salary, car allowance, a company performance incentive, employee share offers and a 25% discount on Fuel for two privately used cars! We are flexible. Many of our teams have embraced hybrid work, balancing time spent remote working, with time spent at an office to connect and work together where it adds value. Remote Working: Support for up to 3 months remote international working (conditional to 5 days paid leave for every 30 days of remote work). We value recognition. We have an internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values. Career development and learning opportunities including LinkedIn Learning and other tailored training solutions. Baby Care Package - financial and flexible support for parents transitioning back to work. Need some wheels? Novated Lease options are available. Invest in your future with the Employee Share Scheme Leave Options – Flexible leave options include annual leave, wellbeing and bonus days throughout the year and optional additional purchased leave.Care for your Community. Spend one paid day a year volunteering with one of our Ampol Foundation partners.

Want to take your career to the next level? Apply today.

Additional Information

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We’re an equal opportunity workplace. We not only embrace diversity and inclusion; we celebrate what makes you unique. We welcome applications from people of all ages, cultural backgrounds, and diverse sexualities and genders (including if you identify as transgender). We also highly encourage Aboriginal and Torres Strait Islander peoples to apply for roles with Ampol.