Australian Institute of Business
Customer Experience & Acquisition Lead - Remote
🇦🇺AustraliaRemote available2 months ago
A$130K – A$140KSenior
Permanent full-time
Remote Position – Work from anywhere in Australia
Why AIB?
AIB is leading the charge in transforming education for professionals, and our team is at the heart of it all. By joining us, you’ll be part of a supportive, innovative culture where your success is celebrated, and your contributions are valued. We’re dedicated to giving you the tools to succeed both professionally and personally
About the Role
As Customer Experience Lead, you will own and optimise the student acquisition journey from first enquiry through to enrolment across AIB and associated brands. This role focuses on driving measurable business impact by improving conversion, enhancing sales and marketing effectiveness, and delivering a seamless prospective student experience.
Working closely with Sales, Marketing, and Technology, you will analyse data and customer insights to identify gaps and implement improvements across processes, engagement strategies, automation, and systems. Using a structured, data-driven approach, you will lead cross-functional initiatives that strengthen pipeline performance, enhance customer engagement, and deliver commercial outcomes.
Key Responsibilities
Own the optimisation of the prospective student journey from lead through to enrolment.
Map end-to-end acquisition journey across key touchpoints, channels (digital, phone, SMS, email) and the backend processes that support them.
Partner with Sales to review and improve engagement and systems workflows – e.g. lead allocation, contact cadence, call outcomes, and pipeline hygiene.
Align customer interactions across Marketing and Sales to ensure the right message is delivered at the right time, through the right channel.
Work with Marketing to design marketing automation journeys that drive funnel progression across different audiences.
Collaborate with the Analytics Lead to develop dashboards and reporting that evaluate funnel performance, reveal drop-offs, surface customer behaviour insights, and improve pipeline visibility.
Establish feedback channels with students and advisors to capture sentiment, identify friction points, and uncover conversion barriers at each stage.
Develop and present business cases for new initiatives and solutions to senior stakeholders.
Partner with Technology to scope, design, and implement system enhancements and new tools that support the acquisition journey.
Lead cross-functional initiatives from concept to delivery, applying project management and design thinking principles to ensure structured problem-solving, stakeholder alignment, and successful implementation.
Maintain a prioritised roadmap and backlog of pipeline improvement opportunities in collaboration with senior leaders.
About You
To be successful in this role, you will bring:
A relevant Bachelor’s degree
5+ years of relevant work experience (preferably in a customer experience or related marketing role)
Familiarity with customer journey mapping and design thinking principles
Strong knowledge of marketing automation and CRM platforms
Strong stakeholder management and project management experience
Experience working in environments with a focus on lead acquisition and pipeline management.
Strong analytical capability and experience with data analysis tools
To Apply
To apply, please submit your resume and cover letter addressing your suitability for the role to Lisa Johnston, Recruitment Coordinator, or by clicking the ‘Apply’ button.
For a confidential discussion, please contact Lisa at careers@aib.edu.au.
