OFX is a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30+ currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive.Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years.Purpose of your roleWe are hiring a Senior Product Manager – Client Experience to lead the optimisation of the client retention journey across all key client-facing functions. This global-facing role focuses on improving the systems, workflows and tools that power scalable, high-impact client experiences across the client lifecycle.Partnering with the Product Manager for Client Activation and onboarding, this role is responsible for the next part of the clients' experience including engagement, service and retention. You will ensure that clients feel supported, secure and well-served over the long term. That means owning key experience infrastructure such as login and authentication, in-app and out-of-app notifications, and internal tools like CRM and support platforms.It is a CX leadership role that is not tied to any one system. Instead, it requires someone with the curiosity and rigour to evaluate and improve how all client-related platforms and processes perform. You will partner with product managers, the Chief Customer Officer, sales and growth teams, marketing, technology and client services to deliver an experience that drives loyalty and supports scale.What you doClient retention and experience infrastructureLead product ownership for client authentication flows including login, password reset and session managementOwn client notification experiences including marketing, transactional and fraud-related messages delivered in-app, via SMS and emailEnsure these foundational experiences are secure, scalable and improve trust and usabilityInternal tools that support external outcomesEvaluate how client support tools, CRM systems and internal processes enable high-quality service deliveryCollaborate with the Chief Customer Officer, Client Services and Growth teams to improve the tools and workflows they useEnsure internal systems are used fit-for-purpose and aligned to modern CX standardsConsistency across client-facing functionsWork closely with the product manager for Activation to ensure a smooth client transition from onboarding to daily usageCollaborate with the UX team to ensure consistent design patterns and intuitive user journeysPartner with other product managers and regional teams to align workflows, data and experienceTool-agnostic platform optimisationAudit and improve the performance of tools across CRM, support, sales enablement and workflow orchestrationLead initiatives to ensure tools are used effectively, not just implementedPrioritise improvements that deliver measurable client and business valueAI, automation and insightsIdentify opportunities to introduce automation and AI into support, notifications and operational workflowsPartner with data and engineering teams to surface client insights and inform roadmap decisionsBalance cost-to-serve with the quality and efficiency of the client experienceWhat Success Looks LikeClients stay longer, engage more deeply and report higher satisfaction after onboardingLogin, authentication and notification systems are secure, seamless and scalableInternal tools directly support client outcomes and enable high-performing support and commercial teamsCross-functional collaboration drives consistency and reduces platform silosAI and automation drive measurable improvements in both client experience and operational efficiency
