CX Insights & Optimisation Manager

Spacetalk is a proudly Australian ASX-listed technology company (ASX: SPA) with over 20 years of experience in delivering innovative, safety-first solutions for families. We specialise in wearable technology, software subscriptions, and mobile services, including purpose-built kids' smartwatches with GPS tracking, calling, texting, video calling, school mode, emergency SOS, and more—all seamlessly integrated with our family app and trusted network coverage.

Our mission is to create a unique safety-first ecosystem that empowers families to stay connected and protected throughout life’s journey, helping parents embrace the chaos with confidence while giving kids and teens safe freedom to explore.

About The Role

We are seeking a highly analytical CX Insights & Optimisation Manager to drive strategic, data-led transformation of our customer support operations. This role focuses on leveraging predictive insights, AI-enabled automation, Intercom optimisation, and continuous improvement to shift from reactive support to a proactive, scalable, insight-driven engine that enhances efficiency, customer retention, conversions, and overall experience.

You will serve as the key execution partner to the VP, turning support data into commercial impact—reducing friction, deflecting contacts via self-service/AI, informing the product roadmap, and supporting our software-led growth trajectory.

This is a high-impact, analytical role ideal for someone passionate about data, AI in CX, process redesign, and cross-functional influence in a fast-growing tech environment.

Key Accountabilities

• Own end-to-end analysis of support data (Intercom metrics, tickets, CSAT/NPS, churn signals, contact drivers) to uncover trends, root causes, predictive opportunities, and commercial levers; deliver actionable insights and dashboards for VP and cross-functional teams (Product, Engineering, Marketing).
• Lead redesign and optimisation of Intercom workflows, routing, macros, inboxes, and AI features (routing, bots, proactive messaging, deflection tools) to maximise automation and efficiency.
• Design and implement a structured Voice of Customer (VoC) program, consolidating insights from tickets, feedback, reviews, and social channels; produce regular insight reports and feedback loops for Product/Engineering.
• Build and govern a high-accuracy, scalable knowledge base (internal SOPs, troubleshooting flows, decision trees) aligned with public Help Centre content and product updates to boost First Contact Resolution (FCR).
• Map end-to-end customer support journeys, identify friction points and repeat drivers, prioritise improvements, and design lower-effort workflows across channels.
• Assess agent tooling gaps, translate pain points into system requirements, and collaborate with Engineering on tool development/integration for better productivity and visibility.
• Optimise support interactions for commercial outcomes (e.g., retention, Lite-to-Plus conversions, upsell moments) in partnership with Marketing/Product.
• Lead improvement projects end-to-end: scope, implement, measure impact, train teams (Cebu/Sydney), and iterate for sustained results.

About You

You are a data-savvy, execution-oriented professional with strong analytical rigour and a track record of driving measurable CX improvements through insights, automation, and process redesign. You thrive on turning complex data into clear, prioritised actions and enjoy influencing stakeholders across functions.

We welcome high-impact step-up candidates: those with ≤5 years of direct experience but exceptional qualifications (e.g., top-tier degree) and a management consulting background (Macquarie Group, BCG, McKinsey, Bain, or equivalent) showcasing analytical depth, problem-solving, data synthesis, stakeholder influence, and project execution in ops/transformation settings.

Skills

Essential

• 3–8+ years in CX operations, support optimisation, data analysis, continuous improvement, or analytical/strategy roles (SaaS/tech preferred; AI/automation exposure highly valued).
• Expert-level proficiency in data analysis, root-cause investigation, trend/predictive insights, and dashboard creation (Intercom Reports, Looker/Tableau or equivalent, advanced Excel/Google Sheets).
• Proven experience optimising CX platforms like Intercom (workflows, AI features, automation) and implementing AI-driven tools in support contexts.
• Strong analytical mindset with ability to derive actionable, commercial insights from support data.
• Excellent communication and presentation skills for influencing senior stakeholders and cross-functional teams.
• Bias for action: rapid testing, implementation, and iteration with transparent follow-through.

Desirable

• Experience building/governing knowledge bases or VoC programs in regulated or consumer-facing tech environments.
• Background in customer journey mapping, effort reduction initiatives, or commercial enablement (retention/conversion focus).
• Collaboration with Engineering/Product on tooling/system requirements.
• Familiarity with compliance in children's safety, privacy, or consumer protections (e.g., Australian regulations).

• Competitive salary package based on experience.
• Flexible hybrid working in Sydney.
• Opportunity to lead CX transformation and AI adoption in a high-growth ASX-listed company.
• Professional growth through enterprise-scale projects, exec-level exposure, and influence on product roadmap.
• Collaborative, purpose-driven culture with direct partnership with senior leadership.

Why Join Us?

At Spacetalk, you'll contribute to a meaningful mission: empowering families with safe, connected technology that provides real peace of mind. This role offers significant ownership—shaping AI-powered support, driving predictive insights, and directly impacting product strategy and commercial outcomes as we scale globally.

Live our values—Innovate (probe data for opportunities and test rapidly), Engage (build deep cross-functional partnerships), and Elevate (deliver measurable uplift and coach to higher standards)—in a collaborative environment with tight alignment across Support, Product, Engineering, and Marketing.

Enjoy exposure to global CX strategy, AI transformation, VoC leadership, and a clear pathway to senior CX/operations roles.

If you're ready to turn customer data into proactive, scalable excellence and help families stay safely connected—apply now!

To apply, please submit your resume and a cover letter detailing your experience in CX data analysis, Intercom/AI optimisation, and driving measurable improvements (include specific examples/metrics where possible).

Spacetalk is an equal opportunity employer committed to diversity and inclusion. We encourage applications from all qualified candidates.