Emma Wu

Head of Customer Experience Property Exchange Australia (PEXA)

Emma is a transformation leader and Customer Experience professional, with extensive experience working with organisations to define, implement and embed CX transformation programs. She is passionate about using CX, agile and human-centred design methodologies to facilitate customer-centric cultural change and decision-making across Frontline, Product and Project teams that drive positive customer and business outcomes.

In her current role as Head of Customer Insights & Engagement at PEXA, she leads a dynamic team who bring PEXA’s customers to life across the organisation through sharing customer feedback and data, conducting customer research, and embedding these insights her organisation’s way of working.

Prior to joining PEXA, Emma worked with ANZ for over 10 years across frontline, product, strategy and CX functions, most notably designing, deploying, and embedding ANZ’s Net Promoter System programme of work across all Frontline and Digital channels.