Community & Customer Engagement Lead

At Iress, we make things happen

We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world’s most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia’s largest technology companies and employs more than 1,100 people across Australia, The United Kingdom, Africa, Canada, New Zealand and Asia.

Build your career at Iress! 

Are you passionate about creating meaningful customer experiences at scale?

We’re looking for a Community & Customer Engagement Lead to own and evolve our Iress Community and Advisely platforms, shaping how Wealth customers learn, connect, self-serve and get more value from Xplan.

This is a high impact, cross functional role where strategy meets execution. You’ll define the next chapter of our community vision, integrate it into the end-to-end customer journey, and drive adoption, engagement and measurable outcomes across our global Wealth ecosystem.

If you love building momentum, influencing without authority, and turning customer insight into action, this could be the role for you.

Some of the amazing things you’ll be involved in

Shaping strategy and vision

• Owning and evolving the Iress Community and Advisely strategy and roadmap, aligned to clear business and customer outcomes

• Defining the role of community across the full customer journey, integrating seamlessly with Support, Product, CX, Marketing and Training

• Identifying opportunities to enhance self-service, peer-to-peer learning and knowledge sharing at scale

Owning and elevating the platform

• Acting as product owner for our Community and Advisely platforms

• Setting and governing content standards, taxonomy and quality frameworks

• Ensuring help content, AMAs, product ideas and best-practice resources are relevant, discoverable and high value

• Partnering with our platform provider (Vanilla) and development teams to continuously improve usability and experience

• Defining and tracking key metrics such as adoption, engagement and self-service success, using data and insight to shape ongoing improvements

Driving business engagement

• Influencing and partnering with Product, Support, Marketing and Customer teams to drive participation and contribution

• Building internal advocacy and clear ownership for content creation and community interaction

• Establishing strong operating rhythms including AMAs, campaigns, thought leadership sessions and product engagement initiatives

• Enabling internal and external subject matter experts to contribute confidently and consistently

What you will bring

• Experience in customer engagement, customer experience or digital platform ownership

• Strong strategic thinking with the ability to translate vision into practical execution

• Exceptional stakeholder management and influencing skills across senior and operational teams

• Experience working cross functionally across Product, Support, Marketing and CX environments

• The ability to translate complex technical concepts into clear, customer-friendly content

• A data driven mindset with experience using insights and metrics to guide decisions

• Confidence operating without direct authority, driving momentum and change through influence

• Experience with customer self service platforms, knowledge management systems or online communities

• Broad knowledge of Iress Software (Xplan) and its application in advice practices is desirable.

Why work with us?

• 8 additional paid days per year to extend your weekends

• Hybrid working

• Generous cash bonus for every successful referral

• Starting school leave - 8.5 days of leave to assist your children with the transition to school

• Up to 26 weeks’ paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work

• 3 days’ paid leave per year to participate in charity initiatives

• Discounted health insurance premiums

• Access to learning and development programs through LinkedIn Learning

Iress is committed to fostering a welcoming and inclusive culture. We strongly believe that diversity is what makes our teams and our products succeed. Our people have different experiences, skills, perspectives and beliefs and everyone’s uniqueness is valued and celebrated.

Our hiring decisions are never based on sexual orientation, race, gender identity, religion, disability, citizenship, marital or family status and age. Even if you feel you don’t meet all of the requirements of the role, we would still like to hear from you!

We’re also proud to be globally recognised as a WORK180 Endorsed Employer that promotes and supports all women in the workplace.

For more information about what we do, our people and values, please visit our website - https://www.iress.com/join-us/careers/

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