Job Description

The People Plugin are proud to partner with EzLicence, Australia’s largest marketplace for booking driving lessons. Launched in 2018, the platform enables learners to find, compare and book driving instructors online, and provides an end-to-end solution for over 1500 active driving instructors to manage and grow their businesses.
They are a proud South Australian success story, facilitating over 30,000 bookings per month and officially accredited as ‘A Great Place to Work’. In Australia, they are now 13 times larger than the biggest competitor and expanded to the United Kingdom in late 2023 - but we’re only getting started.

We are now seeking a seasoned Digital Customer Experience Lead to help us push boundaries even further.

About the Role

As a Digital Customer Experience Lead, you'll lead the charge in delivering intuitive, delightful, and commercially valuable experiences to our learner and instructor community. You’ll manage our digital support function, elevate service quality through automation, and guide a high-performing CX team across Australia and the UK—all while embedding the customer voice into every company decision.

Key Responsibilities

Customer Experience Leadership

• Manage day-to-day CX operations across channels and regions, ensuring SLAs are consistently met.
• Lead and coach a team of CX specialists across Australia and the UK, fostering a high-performance, growth-oriented culture.
• Act as the final escalation point for complex customer queries, driving empathetic, structured resolutions.
• Oversee partnerships with offshore support providers, setting KPIs and running QA programs.

Customer Journey & Service Design

• Own and optimise the end-to-end learner journey from sign-up to licence completion.
• Map current workflows and design improved “to-be” processes that reduce friction for learners and instructors.
• Implement and iterate on self-service tools including chatbots, macros and knowledge base articles.

Technology & Automation

• Evaluate, configure and optimise platforms like Zendesk, Twilio and Zapier to drive efficiency.
• Collaborate with Engineering and Product teams to integrate CX tools into core systems and ensure data visibility.
• Tailor user interactions using individual-level data to improve support outcomes and drive retention.

Analytics & Performance

• Build and refine dashboards to track KPIs including CSAT, NPS, response/resolution times, and contact rates.
• Conduct deep-dive analyses and A/B tests, translating insights into actionable improvements.
• Promote a data-first mindset across the CX team, upskilling team members in analytics tools and evidence-based decision-making.

Cross-functional Strategy & Influence

• Represent the voice of the customer in cross-departmental planning and product roadmap discussions.
• Shape and execute the CX strategy aligned with company-wide OKRs and growth targets.
• Lead or contribute to major company initiatives such as product launches, compliance improvements, or instructor onboarding programs.

About You

We are seeking applicants who can demonstrate:

• Leading with empathy while managing teams in a fast-paced, results-driven environment.
• Being both hands-on with tools and processes while thinking strategically about long-term CX transformation.
• Thriving in a cross-functional leadership role, collaborating with Product, Engineering, Data and external partners.
• Embracing experimentation and a growth mindset, continuously improving service delivery and customer outcomes.
• A passion for using automation, data, and CX tech to streamline workflows and enhance user experiences.
• Effective stakeholder engagement and influence across all levels, both internally and externally.
• Excellent verbal, written, and visual communication skills tailored for diverse technical and non-technical audiences.

Essential Skills

• 6+ years in CX, Strategy, or Operations
• 4+ years managing people
• Strong grasp of CX tech (Zendesk, automation platforms)
• Excellent stakeholder management and commercial acumen
• Experience leading cross-functional, high-impact initiatives
• A growth mindset, tech curiosity, and passion for continuous improvement

Why Join EzLicence?

At EzLicence, you'll embrace their core values of riding together, pushing the limits, learning, and embracing the journey. Join a team that fosters a dynamic and collaborative environment, working alongside talented professionals. You'll contribute to our international expansion into the UK and engage in meaningful work that directly impacts the lives of learners and instructors across Australia and beyond.

• Recognised as one of Australia’s Best Workplaces™ in Technology 2025.
• Remote first working with quarterly face-to-face meetings.
• Generous paid parental leave and a flexible working approach.
• The opportunity to be part of a fast growing technology business
• A safe and inclusive workplace where you can be your true, authentic self.
• The opportunity to join a high performing team of amazing people who are incredible at not just what they do, but also how they do it.
• Access to an experienced Executive team who have built and led multiple successful startups.

How to Apply

Please submit your resume and a cover letter via the ‘apply now’ button. Please note that applications sent via email or DM will not be accepted. EzLicence is a diverse and inclusive employer. Please let us know if you require any adjustments to the application process to enable you to apply.

Learn more about EzLicence at www.ezlicence.com.au, or contact Xanthe Madgwick at xanthe@thepeopleplugin.com with any questions.