Chief Experience Officer (CXO)

• Lead student and customer experience, brand, marketing and service excellence
• Enterprise-wide executive role with a major education and skills provider
• Reporting to an inspiring CEO with a supportive and ambitious Board

 

About Bendigo Kangan Institute

Bendigo Kangan Institute (BKI) is a Victorian Government entity and an integrated skills provider that brings together education, assessment and learning. BKI's 150-year history informs its future as a modern, agile organisation delivering future-ready skills, training and assessment solutions, as well as lifelong learning opportunities. The Institute works in close partnership with industry, educators, government and communities to deliver life-changing education and skills assessment. These partnerships provide deep insights that inform education and skills frameworks, teaching, migration and policy, strengthening the broader sector.

BKI comprises four brands: Bendigo TAFE, Kangan Institute, VETASSESS and eWorks, connecting people and industries with the transformative power of education and careers. The Institute transforms lives, strengthens communities, empowers workforces and supports industries to grow and thrive.

BKI has expanded its TAFE offering in Victoria's north-west and will continue to grow its impact sustainably across the state, nationally and internationally. BKI is one of Victoria's largest TAFE providers, with campuses stretching from Docklands to Echuca, including a Tech School at Broadmeadows.

 

About the Chief Experience Officer (CXO) Role

Reporting to the Chief Executive Officer and forming part of BKI's Executive Team, the Chief Experience Officer will shape and lead the organisations customer, student and stakeholder experience, supporting organisational growth, student success, retention and long-term engagement.

The role leads a diverse Customer Experience Portfolio encompassing brand and marketing, customer service, enrolments, VETDSS, registrar services, student wellbeing, counselling, child safety, process improvement and Artificial Intelligence.

The successful candidate will establish a cohesive, whole-of-Institute approach to customer and student experience, embedding an enterprise service excellence framework and strengthening consistency, accountability and performance across customer-facing functions.

A key focus will be leading high-performing multidisciplinary teams, improving operational effectiveness and strengthening collaboration across services, systems and campuses. The role will also oversee brand positioning, customer acquisition, service performance and continuous improvement, ensuring BKI's brand promise is reflected in the experiences of customers, students and stakeholders.

The CXO will provide executive leadership and oversight of responsible AI adoption through the Chief AI Officer, championing innovation that improves accessibility, personalisation, service delivery and organisational efficiency.

As a member of the Executive Team, the role will contribute to effective governance, risk management, organisational performance and long-term sustainability.

 

About You

You will be an accomplished executive with proven experience leading complex customer / student experience, brand, marketing and customer-facing service portfolios within large, multi-site or service-based organisations.

You will bring extensive expertise in customer and student experience design, service models, brand strategy, market positioning and high-volume service operations, together with a demonstrated ability to lead organisation-wide transformation and continuous improvement.

Your commercial acumen will be complemented by the ability to use customer insights, performance data and market intelligence to shape priorities, allocate resources and deliver measurable outcomes.

You will also demonstrate an understanding of emerging technologies and responsible AI adoption, alongside strong governance, risk management and regulatory compliance capabilities.

An influential and collaborative leader, you will have a track record of building inclusive, high-performing multidisciplinary teams, aligning stakeholders across organisational boundaries and fostering accountability and service excellence.

Importantly, you will bring the judgement, adaptability and enterprise leadership required to navigate complexity, lead change and deliver connected, high-quality experiences across a diverse organisation. Experience within the education sector is highly desirable.

 

Hazel Executive & Boards is pleased to be partnering with Bendigo Kangan Institute (BKI) on the search and appointment of this Chief Experience Officer opportunity. All direct and third-party applications will be forwarded to Hazel Executive & Boards.

Hazel acknowledges the Traditional Custodians of the lands on which we live and work and pays respect to Elders past and present. Hazel is committed to equal opportunity and to championing diversity, inclusion, belonging, flexibility and accessibility in all executive appointments. If you require any adjustments throughout the recruitment process, please let us know so we can support you.

 

Click on this link to download the Candidate Briefing Pack

To apply, please visit www.hazelexecutive.com.au

Applications close 11:59pm Sunday 29th of November, 2026

For a confidential discussion, please contact Jarrod McLauchlan, Founder & Managing Partner, on 0407 808 517 , or Jodi Heath, Partner, on 0459 997 007 .