Experience Improvement Specialist

Ventia; Sydney; Hybrid; AUD 55,000 - 83,000; Part time

Benefits offered by this job

Flexible working arrangements

50% subsidy on health cover

Family-friendly certified employer

Parental leave for new parents

Wellbeing programs and discounts

Job summary

HCF is seeking an Experience Improvement Specialist to turn Voice of Customer insights into practical improvements across the business. You will analyse member feedback, research and operational data to prioritise pain points and design solutions that enhance the member experience.

Collaborating with stakeholders, you’ll drive cross-functional delivery, track outcomes and continuously refine feedback processes.

Qualifications

• Four years' experience in private health insurance with a focus on process improvement and/or member experience.
• Ability to interpret data, identify trends and translate insights into actionable recommendations.
• Experience managing multiple initiatives with strong project management and prioritisation.
• Proven ability to influence stakeholders and drive cross-functional collaboration.

Responsibilities

• Turn insights into action: analyse VoC feedback, research and data to prioritise pain points.
• Drive continuous improvement: facilitate cross‑functional investigation and solution delivery.
• Influence and engage stakeholders to co-design member‑centred solutions.
• Measure and report outcomes: track initiatives and inform business decisions.
• Manage the Voice of Customer program: oversee daily operations and reporting.
• Champion member-centricity and communicate progress across the business.

Skills

Analytical thinking

Stakeholder influence

Project management

Communication skills

Data visualization

Commercial acumen

Education

Relevant tertiary qualification in Business/Analytics/Customer Experience

Tools

Tableau

Job description

At HCF, we’re committed to putting our members at the heart of everything we do. We’re looking for an Experience Improvement Specialist to help identify member pain points, uncover opportunities for improvement and turn insights into meaningful change across the business.

Experience Improvement Specialist

Make a meaningful difference to our members’ experience

Working collaboratively with stakeholders across HCF, you’ll use Voice of Customer (VoC) insights, research and operational data to understand what matters most to our members and help design and deliver solutions that improve their experience.

What you’ll do

• Turn insights into action: Analyse Voice of Customer feedback, research and operational data to identify, prioritise and size member pain points and improvement opportunities.
• Drive continuous improvement: Facilitate cross-functional collaboration to investigate root causes, develop solutions and support the delivery of initiatives that improve member experience.
• Influence and engage stakeholders: Partner with teams across HCF to co-design practical, member-centred solutions that balance customer needs, business value and delivery feasibility.
• Measure and report outcomes: Track improvement initiatives and analyse operational performance, member experience, retention and engagement insights to inform business decisions.
• Manage the Voice of Customer program: Oversee day-to-day program operations, resolve issues and work with internal teams to continuously enhance feedback processes and reporting.
• Champion member-centricity: Share insights, communicate progress and advocate for improvements that make it easier for our members to engage with HCF.

What you’ll bring

• At least four years’ experience in private health insurance, with a focus on process improvement and/or customer or member experience improvement.
• Strong analytical skills, with the ability to interpret data, identify trends and translate insights into actionable recommendations.
• Experience managing multiple initiatives, with strong project management, organisational and prioritisation skills.
• Proven ability to influence stakeholders, build collaborative relationships and achieve outcomes through others.
• Excellent written and verbal communication skills, with confidence presenting insights and recommendations.
• Experience with data visualisation tools such as Tableau.
• A proactive, solutions-focused mindset and a commitment to continuous improvement.
• Commercial acumen

It would be great if you also have:

• Exposure to human-centred design, Lean or Six Sigma methodologies.
• Familiarity with Agile or Lean delivery approaches.
• A relevant tertiary qualification in Business, Analytics, Customer Experience or a related discipline.

Join a collaborative team where your insights and ideas can help shape better experiences for our members. This part-time opportunity offers the chance to contribute to meaningful business improvements while working three days per week.

If you’re passionate about understanding customer needs, solving problems and turning insights into tangible improvements, we’d love to hear from you.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• Flexible working arrangements
• 50% subsidy on HCF hospital and/or extras cover
• Family-friendly certified employer
• 18 weeks of parental leave for all new parents
• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
• Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.