Customer Experience Practice Lead

• Lead a high-performing CX team across UX/UI and digital accessibility

• Drive customer experience strategy across major ICT initiatives which are digitally focused

• Join a world-class university with up to 17% superannuation

Customer Experience Practice Lead

Solve by Talent is partnering with the University of Sydney to recruit a Customer Experience Practice Lead to support the delivery of key ICT initiatives that enhance digital experiences for students, staff, and external stakeholders.

Why join the University of Sydney?

The University of Sydney is at a pivotal moment, investing in digital transformation at scale to better support education, research, and innovation. It is an environment where technology plays a central role in shaping how the University community engages with services and systems.

Within this setting, ICT helps enable better teaching, learning, research, and operational outcomes through modern platforms, improved service design, and stronger user-centred practices. This role sits in that broader transformation agenda and will help lift the maturity and consistency of customer experience delivery across the function.

This is an opportunity to lead a well-established, high-performing team and shape how customer experience, UX/UI, and accessibility practices are embedded into major digital initiatives. The role offers visible impact, broad stakeholder engagement, and the chance to help define best practice across a complex enterprise environment.

The opportunity

This role exists to lead the CX function and team within ICT, providing strategic direction, people leadership, and practice oversight to ensure the consistent delivery of high-quality customer experience outcomes across University platforms.

What you'll do

• Lead and develop a team of CX professionals across customer experience, UX/UI, and digital accessibility.

• Develop and implement CX strategy aligned to University objectives and digital transformation priorities.

• Partner with internal and external stakeholders to ensure project outcomes reflect user needs.

• Oversee resource planning, work allocation, and delivery across BAU and project activity.

• Drive continuous improvement in CX methods, standards, feedback loops, and accessibility practice.

What we're looking for

• Significant experience leading CX or UX functions in complex environments.

• Demonstrated success managing high-performing teams and delivering impactful CX initiatives.

• Strong stakeholder management skills, with the ability to influence across technical and non-technical groups.

• Experience in journey mapping, UX design, and digital accessibility standards.

• Strong communication, analytical, and decision-making capability, with the ability to balance strategic priorities and delivery demands.

What's in it for you?

• Up to 17% superannuation to support your financial future.

• Extremely generous parental leave entitlements.

• Flexible and hybrid working arrangements.

• Career development and learning opportunities.

• Health and wellbeing programs including Fitness Passport.

• Access to a vibrant, globally recognised university community.

How to apply

If you’re looking for an opportunity to contribute to meaningful projects while building your career in a world-class university environment, we would love to hear from you.

Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page.

For employees of the University or contingent workers, please login into your Workday account and navigate to the Career icon on your Dashboard. Click on USYD Find Jobs and apply.

Accessibility and inclusion

The University of Sydney is committed to equity, diversity and inclusion, and we welcome applications from people of all backgrounds. We are committed to creating a University community which reflects the wider community that we serve. If you require reasonable adjustment or support during the recruitment process, please let us know.

Pre-employment checks

Your employment is conditional upon the completion of all required pre-employment or background checks in terms satisfactory to the University. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements throughout your employment.

EEO statement

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQ+. We welcome applications from candidates from all backgrounds.

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Gold employer. Find out more about our work on diversity and inclusion.

Sponsorship / work rights for Australia

You must have unrestricted work rights in Australia for the duration of this employment to be eligible to apply. Visa sponsorship is not available for this appointment.

For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Nick Barwick, nick.barwick@sydney.edu.au.

© The University of Sydney

The University reserves the right not to proceed with any appointment.

Click to view the Position Description for this role.

Applications Close

Sunday 10 May 2026 11:59 PM