Chief Member Experience Officer

ExecThread; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Job summary

ExecThread seeks a Chief Member Experience Officer in the Greater Melbourne, Australia area (on-site) to lead the development and implementation of a comprehensive member experience strategy for workers, families, and the construction industry.

The role demands an executive who can connect member insight with service delivery, standards, and communications, build trusted union relationships, foster risk-aware continuous improvement, and ensure compliant, high-impact service delivery.

Responsibilities

• Lead the development and implementation of a comprehensive member experience strategy for workers, families and the construction industry.
• Build a transparent, compliant, high-performing service model that delivers lasting impact.
• Develop trusted relationships with union stakeholders and drive accountability and continuous improvement.
• Balance innovation with risk management to ensure compliant, high-quality service delivery.

Job description

Greater Melbourne, Australia Area (On-site)

The Company is in search of a Chief Member Experience Officer to lead the development and implementation of a comprehensive member experience strategy. The successful candidate will be responsible for building a transparent, compliant, and high-performing service model that delivers a lasting impact for workers, families, and the construction industry. This executive role demands a purpose-led individual who can connect member insight with service delivery, standards, and communications to shape a consistent and accessible member experience. Key priorities include establishing a strong risk and compliance culture, strengthening various service processes, and using member feedback to drive innovation and improvement.The ideal candidate will have a proven track record in executive leadership, with the ability to influence and drive change across a member-led organization. They must be adept at managing the delicate balance between innovation and control, ensuring that service delivery and member engagement are enhanced without compromising compliance, risk management, or important stakeholder relationships. The role requires the development of trusted relationships with union stakeholders and a commitment to a culture of accountability, continuous improvement, and high-quality service delivery. This is a unique opportunity to make a direct and lasting impact on the member experience within the construction industry, and the Chief Member Experience Officer will play a pivotal role in the resilience and transformation of the sector.

Functions:

• Operations
• Marketing

Pioneering organization managing worker entitlements in the building & construction industry