Performance Manager

When you join ASX, you’re joining a company with a strong purpose – to power a stronger economic future by enabling a fair and dynamic marketplace for all.

In your new role, you’ll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub. 

Want to know why we are a great place to work, click on the link to learn more.

www.asx.com.au/about/careers/a-great-place-to-work

The ASX team brings together talented people from a diverse range of disciplines. 

We run critical market infrastructure, with 1 in 3 people employed within technology.  Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.

We’re proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ+ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we’re committed to a fair and inclusive workplace where everyone can thrive.

The Customer Insights and Experience team is a function within Customer Technical Operations & Resilience in the Enterprise Customer and Operations division at ASX. This team enables the customer driven pillar of ASX’s FY28 strategy and exists to design and deliver integrated stakeholder frameworks and insights that empower ASX teams to adopt data driven practices, elevating stakeholder experience and driving sustainable value for ASX and the Market

Develop and maintain customer experience dashboards and reporting, using CRM and other business data, enabling leaders to monitor customer engagement, identify performance trends and make evidence-based decisions.

• Analyse customer and stakeholder data to identify trends, insights and improvement opportunities, helping the organisation prioritise the actions that will have the greatest impact on customer outcomes.

• Prepare clear, concise executive and Board reporting on customer engagement, stakeholder engagement and performance metrics, supporting strategic oversight, accountability and informed decision-making.

• Lead and coordinate customer experience initiatives, including tracking progress, benefits, outcomes and agreed actions, to ensure initiatives deliver measurable improvements and remain aligned to business priorities.

• Work with the CRM team on enterprise customer engagement priorities, business requirements and adoption activities to improve reporting, data quality, system functionality and user experience, strengthening the organisation’s ability to manage customer relationships consistently and effectively.

• Support customer and stakeholder engagement strategies, governance forums and cross-functional accountability, creating clearer visibility of priorities, decisions, actions and progress across business areas.

• •Build strong relationships across business areas to promote customer-centric decision-making and continuous improvement, helping embed a consistent enterprise approach to understanding and improving the customer experience.

• 5+ years experience in customer experience, business performance, insights, strategy, consulting or a similar role.

• Strong analytical skills, with the ability to interpret data and translate complex information into clear insights.

• Experience developing dashboards and performance reporting using CRM platforms such as Salesforce and business intelligence tools such as Power BI, Tableau

• Excellent written communication skills, including experience preparing executive or senior-level reports.

• Strong organisational and project coordination skills, with the ability to manage priorities, actions and outcomes.

• Strong stakeholder engagement and influencing skills, including the ability to work across business areas without direct authority.

• Ability to work with CRM teams to shape enterprise customer engagement priorities, business requirements and adoption activities.

• Experience with data governance, data quality and reporting frameworks

• Financial Services experience

• Experience with customer feedback and Voice of Customer programs.

• Familiarity with survey platforms and customer feedback tools (e.g. Qualtrics, Medallia)

• Ability to use data storytelling to develop clear recommendations for senior audiences.

• Customer journey mapping and service design.

• Change management and stakeholder facilitation.

• Basic knowledge of SQL or other data querying tools

We make hiring decisions based on your skills, capabilities and experience, and how you’ll help us to live our values. We encourage you to apply even if you don’t meet all the criteria of this role.

If you need any adjustments during the application or interview process to help you present your best self, please let us know at [email protected].

At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements.

We will arrange for successful candidates to have background checks, including reference and police checks, completed as part of the on-boarding process.

To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.