Digital Experience Lead

Defence Health Ltd; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Career opportunities

Volunteer opportunities with veteran‑f

Free health insurance for you and your

Discounted gym memberships and paid 'w

Fully funded parental leave

Social Committees

Prime St Kilda Road location

Job summary

Defence Health is seeking a strategic digital leader to own end-to-end digital experiences across our website, member portal, mobile apps and future channels. You will define the strategy, drive delivery, and partner with Strategy, Product, Marketing, Technology and Customer Experience to improve engagement and efficiency.

You will champion user-centric design, analyse data, and lead cross-functional teams to deliver innovative digital solutions that matter to our members.

Qualifications

• A tertiary qualification in Digital, Business, Marketing, Technology or related field.
• 8+ years' experience leading digital experience, digital product, customer experience or digital transformation functions.
• Proven ability to develop digital strategies and manage digital roadmaps.
• Strong expertise in UX, CX, service design and customer journey optimisation.
• Experience leading complex cross-functional programs and stakeholder groups.
• A proven ability to improve digital adoption, engagement and business outcomes.
• Exceptional communication, influencing and leadership skills

Responsibilities

• Define and deliver Defence Health's digital experience strategy and roadmap.
• Lead initiatives that enhance member engagement, self-service and digital adoption.
• Drive continuous improvement across web, mobile and emerging digital channels.
• Champion customer-centric design, UX and accessibility best practice.
• Use data, insights and member feedback to identify optimisation opportunities.
• Lead cross-functional teams and stakeholders to deliver seamless digital experiences.
• Evaluate emerging technologies and digital trends to drive innovation.
• Influence enterprise decision-making through digital insights and strategic recommendation

Skills

Digital Leadership

UX/CX expertise

Stakeholder management

Digital strategy

Communication & leadership

Education

Tertiary qualification in Digital/Business/Marketing/Technology

Job description

Defence Health has been looking after the health and wellbeing of the Defence community since 1953. That history matters to us but we’re also at an important point in our own story.

We’re rethinking how we work, how we lead, how we make decisions and how we organise ourselves for the future. We’re simplifying what’s become too complex, challenging habits and processes that no longer serve us and creating more room for people to use their judgement, take ownership and focus on the work that matters most.

That means this is an exciting time to join us.

We’re looking for people who are curious, thoughtful and comfortable asking “is there a better way?” People who want to contribute to where we’re heading, not just step into the way things have always been done.

Our promise remains simple: we look after our own. How we deliver on it is evolving.

About the Role

Reporting to the Head of Growth, you will own the end-to-end digital experience across our website, member portal, mobile applications and future digital channels. You'll develop and execute the digital experience strategy and roadmap, ensuring every interaction is simple, intuitive, accessible and member-focused

Working closely with Strategy, Product, Marketing, Technology and Customer Experience teams, you'll translate business priorities into digital capabilities that improve member engagement, self-service adoption, operational efficiency and business performance.

This is an opportunity to lead strategy, innovation and delivery across web, mobile and emerging digital platforms while making a meaningful impact on the lives of our members

Key responsibilities

• Define and deliver Defence Health's digital experience strategy and roadmap.
• Lead initiatives that enhance member engagement, self-service and digital adoption.
• Drive continuous improvement across web, mobile and emerging digital channels.
• Champion customer-centric design, UX and accessibility best practice.
• Use data, insights and member feedback to identify optimisation opportunities.
• Lead cross-functional teams and stakeholders to deliver seamless digital experiences.
• Evaluate emerging technologies and digital trends to drive innovation.
• Influence enterprise decision-making through digital insights and strategic recommendation

About You

We're looking for a strategic and commercially minded digital leader who combines customer experience expertise with strong delivery capability.

You’ll ideally have:

• A tertiary qualification in Digital, Business, Marketing, Technology, Design or a related field.
• Ideally 8+ years' experience leading digital experience, digital product, customer experience or digital transformation functions.
• Demonstrated success developing digital strategies and managing digital roadmaps.
• Strong expertise in UX, CX, service design and customer journey optimisation.
• Experience leading complex cross-functional programs and stakeholder groups.
• A proven ability to improve digital adoption, engagement and business outcomes.
• Exceptional communication, influencing and leadership skills

Why choose Defence Health

• Career opportunities: We grow our own and recognise initiative, high performance, and commitment with opportunities for career progression.
• Make an impact: as a purpose-driven organisation, we partner with veteran support organisations to offer meaningful volunteering experiences and connect to our community.
• Free top-tier health insurance for you and your immediate familyvalued at approx. $6,000 per year (after completing a minimum employment period).
• Competitive remuneration and health and wellbeing initiatives:Access to discounted gym memberships and an additional paid day of wellbeing leave each year.
• Company funded parental leave: Fully funded paid parental leave for eligible employees with superannuation paid for the entire length of approved parental leave
• Social Committees:connect with your colleagues, have your say, and develop new skills with our Social Club, Health and Safety, and Diversity and Inclusion Committees.
• Prime location: Our office is conveniently located on St Kilda Road with great access to public transport and local amenities.