Customer Experience Director
Six Degrees is delighted to be partnering with Zip Water on a key senior leadership hire.
After 75 years of market leadership, Zip is entering a new phase of growth. Traditionally dominant in the commercial sector, the business has rapidly expanded into residential and direct channels. As this evolution accelerates, the focus is clear: to elevate customer experience into a true competitive advantage and long-term growth driver.
To support this ambition, the business is seeking a Customer Experience Director to join the Zip Leadership Team; a critical, newly created role that will shape and lead the end-to-end customer strategy across the business.
The Opportunity
As the enterprise custodian of the customer, you will unify and elevate the entire customer journey — connecting Sales, Marketing, Customer Care, Service (including installations), Product, and Operations to deliver a seamless, world-class experience.
Reporting to the Commercial Sales Director, you will lead both the National Customer Care and Service functions, while also driving a broader transformation, moving the business from transactional interactions to lifecycle-led customer engagement. From installation and onboarding through to servicing, upgrades, and replacement, your focus will be on maximising customer retention, loyalty, and lifetime value.
With strong NPS already in place, the next step is building a truly integrated, insight-led CX function powered by Salesforce, AI, and automation, while maintaining a premium, human-centred experience.
Key Responsibilities
In this role you will:
You are a proven senior leader with a track record of driving customer experience transformation at scale.
You bring deep experience across customer service, aftersales, and commercial or growth leadership, with a strong focus on retention, lifetime value, and recurring revenue. You have successfully led complex service delivery models — ideally in environments where product, installation, and ongoing service are tightly connected.
Your background may include industries such as premium consumer products, home technology, automotive, airlines, or other high-touch service environments, where delivering a seamless end-to-end experience is critical.
You are equally comfortable setting vision and executing operationally, leading large teams, embedding change, and leveraging technology platforms such as Salesforce to drive insight-led decision making and lifecycle engagement.
Above all, you are a collaborative, influential leader who can align diverse teams, lift capability, and embed a culture where customer experience is owned by the entire organisation.
Please feel free to reach out to Rachel Shermer on 0458 858 841 or rachels@sde.com.au for a confidential conversation.
Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.
After 75 years of market leadership, Zip is entering a new phase of growth. Traditionally dominant in the commercial sector, the business has rapidly expanded into residential and direct channels. As this evolution accelerates, the focus is clear: to elevate customer experience into a true competitive advantage and long-term growth driver.
To support this ambition, the business is seeking a Customer Experience Director to join the Zip Leadership Team; a critical, newly created role that will shape and lead the end-to-end customer strategy across the business.
The Opportunity
As the enterprise custodian of the customer, you will unify and elevate the entire customer journey — connecting Sales, Marketing, Customer Care, Service (including installations), Product, and Operations to deliver a seamless, world-class experience.
Reporting to the Commercial Sales Director, you will lead both the National Customer Care and Service functions, while also driving a broader transformation, moving the business from transactional interactions to lifecycle-led customer engagement. From installation and onboarding through to servicing, upgrades, and replacement, your focus will be on maximising customer retention, loyalty, and lifetime value.
With strong NPS already in place, the next step is building a truly integrated, insight-led CX function powered by Salesforce, AI, and automation, while maintaining a premium, human-centred experience.
Key Responsibilities
In this role you will:
- Define and execute a comprehensive customer experience strategy aligned to Zip’s growth ambitions, ensuring consistency and excellence across every touchpoint.
- Map and optimise the end-to-end customer journey, identifying pain points, improving service delivery, and embedding initiatives that enhance satisfaction, advocacy, and long-term engagement.
- Lead the Customer Care and National Service teams, setting clear service standards, strengthening capability, and driving accountability for performance across metrics such as NPS, response times, resolution quality, retention, and cost to serve.
- Beyond functional leadership, you will act as a cross-functional catalyst, breaking down silos and aligning teams around shared customer and commercial outcomes. You will champion a customer-first culture, ensuring that customer insight, service data, and frontline feedback directly inform strategic decisions and continuous improvement initiatives.
You are a proven senior leader with a track record of driving customer experience transformation at scale.
You bring deep experience across customer service, aftersales, and commercial or growth leadership, with a strong focus on retention, lifetime value, and recurring revenue. You have successfully led complex service delivery models — ideally in environments where product, installation, and ongoing service are tightly connected.
Your background may include industries such as premium consumer products, home technology, automotive, airlines, or other high-touch service environments, where delivering a seamless end-to-end experience is critical.
You are equally comfortable setting vision and executing operationally, leading large teams, embedding change, and leveraging technology platforms such as Salesforce to drive insight-led decision making and lifecycle engagement.
Above all, you are a collaborative, influential leader who can align diverse teams, lift capability, and embed a culture where customer experience is owned by the entire organisation.
Please feel free to reach out to Rachel Shermer on 0458 858 841 or rachels@sde.com.au for a confidential conversation.
Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.
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- Contract Type permanent
- Reference BH-34949
- Industry
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SalaryCompetitive package
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Contact Name
Rachel Shermer
Customer Experience Director
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