Allied Health CX Leader: Onboarding, Ops & Analytics

Hiya Health; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Hiya Health is seeking a full-time Allied Health Customer Experience Manager to lead the customer experience team across Queensland. The role focuses on onboarding, service coordination, and data-driven operations to deliver exceptional client journeys.

You will mentor Customer Experience Officers and the Intake & Engagement Coordinator, optimise workflows, and collaborate with clinical and admin teams. Travel between clinic locations is required.

Qualifications

• Experience leading customer-focused service teams.
• Ability to diagnose bottlenecks and drive improvements.
• Analytical and organised with reporting/dashboard skills.
• People-first mindset with collaborative approach.
• Compliance requirements including police check/NDIS screening (ability to obtain).

Responsibilities

• Lead and mentor the Customer Experience Officers and Intake & Engagement Coordinator.
• Optimize workflows, implement new systems, and reduce operational friction.
• Oversee client onboarding, appointments, and service continuity across clinics.
• Track KPIs and provide insights directly to the COO.
• Maintain accurate client records and support billing across funding models.

Skills

Team leadership

Process optimization

Data analysis

Customer experience

Stakeholder management

Compliance knowledge

Tools

CRM software

Reporting dashboards

Job description

Hiya Health is seeking a full-time Allied Health Customer Experience Manager to lead the customer experience team across Queensland. The role focuses on onboarding, service coordination, and data-driven operations to deliver exceptional client journeys.

You will mentor Customer Experience Officers and the Intake & Engagement Coordinator, optimise workflows, and collaborate with clinical and admin teams. Travel between clinic locations is required.