Customer Design & Improvement Lead

Note: Can be based in Melbourne (Airport) or Brisbane (Karawatha)

Love fixing what’s broken, simplifying the complex, and making things run better?
This is your chance to step into a high-impact role and shape how Freight delivers customer experience end-to-end.

We’re looking for a Customer Design & Improvement Lead to drive smarter, faster, smoother customer processes across Customer Service, Customer Success, Onboarding/Implementation and Premium Customer Service.

Reporting to the GM, Customer Experience – Freight, you’ll lead the optimisation agenda cutting friction for customers, reducing wasted effort for teams, and making sure new products and services land seamlessly into scalable, fit-for-purpose processes.

What You’ll Be Doing

• Spot what’s slowing us down (and fix it) across Freight customer journeys.

• Lead cross-functional improvement projects, workshops and journey mapping.

• Reduce rework, duplication and manual processes to lift productivity.

• Drive operational readiness for new products, services and policy changes.

• Turn customer feedback, complaints and data into real improvements.

• Track and report impact CX uplift, efficiency gains, measurable outcomes.

What You’ll Bring

• Strong stakeholder influence and credibility across teams and leaders.

• A continuous improvement mindset with sharp analytical thinking.

• Confident communication and facilitation skills.

• Energy, drive and a “let’s make it better” attitude

• Curious and collaborative mindset with a passion for team work.

• Advanced proficiency in Salesforce

Why This Role?

Because this is where real change happens. You’ll have the platform to improve how we work, elevate customer experience, and leave a visible legacy across Freight.

About Team Global Express

Team Global Express (TGE) is an Australian-owned transport and logistics business delivering to Australia and New Zealand. We’re not only transforming our operations but striving towards changing the logistics industry and becoming an Environmental, Social, and Governance leader by 2030. To learn more about our story, visit https://teamglobalexp.com/.

Why TGE

We care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.

What we offer

• Competitive salary above industry standards

• Upskilling, training, mentoring and more to support your career development journey

• Fun and practical employee perks and discounts

• Flexible work, including work from home

• Inclusive parental leave policy that supports all parents & carers

• Peer recognition awards acknowledge when you go above and beyond.

An inclusive workplace, works for everyone

We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Māori, as tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.

Our recruitment process

Applying for a job starts with an online application form, from there you may be invited to complete an online assessment followed by a virtual or in person interview. The last step is undergoing pre-employment checks, which includes a criminal history check and a medical assessment including fitness to work and drug & alcohol screening.

Other things to note

• When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.

• During the recruitment process, please keep an eye on your junk emails and spam folders for updates.

• TGE is listed as one of LinkedIn’s Top Companies of 2023 and 2024 in Australia.