Customer Experience Coordinator
- Orange, NSW / Remote considered
- Program Delivery
- Full time
- Salary range $97,346 - $108,162 per annum + superannuation
- Applications close Friday, 21 August 2026, 11pm (AEST)
RIC (Regional Investment Corporation) is an Australian Government finance provider for farmers and farm-related small businesses. We provide low-cost loans to strengthen Australian agriculture and grow thriving regional communities. RIC farm loans support our customers to prepare, manage through and recover from drought, natural disasters or biosecurity risks causing severe financial disruption. We help accelerate plans for first-generation farmers and next-generation farmers.
Your future at the RIC:
As the Customer Experience Coordinator, you will support customer experience activities across RIC by helping coordinate customer feedback, insights and continuous improvement initiatives. Working with a range of cross-functional stakeholders, you will help maintain effective feedback processes and feedback loops, support reporting and follow-up activities, and contribute to a customer-centric approach across service delivery and decision making.
What you will do:
Customer insights and reporting
- Support the collection and analysis of internal and external data, helping translate customer feedback into practical insights that improve customer and business outcomes.
- Coordinate regular reviews of customer feedback, insights and reporting, and assist with preparing recommendations aligned with organisational priorities.
- Assist in the planning, coordination and implementation of customer experience initiatives informed by customer insights, data and emerging business needs.
- Support the administration, monitoring and continuous improvement of the Voice of the Customer program, helping ensure feedback is captured, analysed, communicated and translated into meaningful actions.
- Monitor customer experience trends and best practice approaches and contribute insights to support continuous improvement activities.
- Coordinate the response process for customer complaints and feedback, including tracking, follow-up, stakeholder liaison, and provide the resources and support for stakeholders for timely resolution and/or escalation of complex or high-risk matters in accordance with RIC policies and processes.
Stakeholder relations
- Work collaboratively with operational and corporate teams across the organisation to support customer experience initiatives, identify opportunities for improvement and address customer pain points, process gaps and service inefficiencies.
- Assist with preparing and communicating customer insights, feedback themes and progress updates to stakeholders to support informed decision making and alignment with organisational objectives.
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Collaborate with the internal stakeholders to identify, support and implement opportunities to improve customer experience processes, feedback management and reporting capability through system enhancements, data integration, automation and emerging technologies, including AI.
You’ll be proud of:
- Working for an organisation that helps to build a stronger Australia through thriving regions
- Joining a workplace that is bold and acts with purpose, is down to earth, and embraces difference and acts as one.
- Contributing towards improved capabilities that meet the emerging needs of the business
- Discover why the RIC is a great place to work at ric.gov.au/careers
Is this job for you?
- Located in Orange, NSW with flexible/remote work options considered
- Generous employment conditions such as paid Christmas shutdown leave, salary sacrifice options, health & fitness reimbursement and more!
- Salary range $97,346 - $108,162 per annum + superannuation
About you?
To be successful in this role, you will demonstrate the following capabilities:
- Strong research, analytical and problem-solving skills, with the ability to interpret information and apply sound judgement.
- Demonstrated ability to support the identification and implementation of process and system improvement initiatives.
- Strong stakeholder engagement skills, with the ability to work collaboratively across teams and build effective working relationships.
- Ability to support and advocate for customer experience outcomes by working across operational and corporate teams to promote a customer-focused approach.
- Well-developed verbal and written communication skills, with the ability to prepare clear information, reports and updates for a range of audiences.
- Ability to manage sensitive matters professionally, navigate conflict constructively and remain calm under pressure.
- Strong organisational skills, with the ability to coordinate competing priorities, manage tasks and meet deadlines.
- A high level of computer literacy with the ability to navigate through multiple computer platforms
- Ability to role model RIC’s behaviour standards and code of conduct and contribute to a collaborative, consultative and engaging workplace culture.
Knowledge and Experience
To be successful in this role, you will bring:
- Experience in a customer experience, customer service, complaints, feedback, insights or service improvement role.
- Demonstrated experience supporting customer feedback processes, reporting activities or continuous improvement initiatives.
- Experience using Salesforce or a similar Customer Relationship Management (CRM) system.
- Working knowledge of customer experience principles, customer feedback frameworks and service improvement practices.
- An understanding of human-centred design principles and customer service practices.
Please see position description for full selection criteria
Qualifications
Relevant tertiary qualifications in customer experience, business, communications, marketing or a related discipline would be highly regarded
How to apply
- Apply by submitting a current resume/CV Attach a statement of no more than 750 words aligning your skills and experience to the job and the capabilities required to perform it.
- Applications close Friday, 21 August, 11pm (AEST)
- The successful candidate will be required to undergo pre-employment screening including a National Police History Check and must have the right to work in Australia
- Reach out to Human Resources at recruitment@ric.gov.au
RIC has the right to interview for this position prior to the closing date.
RIC is an Equal Opportunity Employer and is committed to fostering a diverse, safe, and flexible workplace that values differences, supports inclusiveness and encourages all employees regardless of gender, cultural background, disability, sexual orientation, or caring responsibilities, to achieve their potential. You must have a Permanent Right to Work in Australia to apply for this position.
Where additional candidates are found suitable from this round of recruitment a talent list or pool may be created for filling any similar permanent or temporary roles that may become vacant over the next twelve months.
