Head, Consumer Experience & Service Improvement - Healthcare

SA Health; Adelaide; On-site; AUD 130,000 - 135,000; Full time

Benefits offered by this job

Salary packaging

Novated lease options

Flexible work options

Leave loading

Fitness discounts

Flu vaccinations

Wellbeing support

Job summary

Central Adelaide Local Health Network (CALHN) seeks a Manager Consumer Experience to lead the Consumer Experience Team and program, overseeing complaints, compliments and early resolution. You will use feedback, surveys and risk insights to support service improvement and consumer-centred care across CALHN.

You will partner with consumers, carers and staff to incorporate diverse perspectives into service design and governance reporting, driving continuous improvement and high-quality patient

Qualifications

• Hold a relevant degree or equivalent skills and experience.
• Lead teams and consumer experience or feedback services.
• Resolve sensitive complaints with sound judgement.
• Turn data into insights and service improvements.
• Influence stakeholders and write clear executive reports.

Responsibilities

• Lead CALHN’s Consumer Experience Team.
• Oversee complaints, compliments and early resolution.
• Analyse feedback, surveys and emerging risks to identify opportunities for improvement.
• Provide expert advice and governance reporting for the CALHN Consumer Experience Program.
• Partner with consumers and teams to strengthen consumer-centred care and service excellence.
• Utilise consumer feedback and insights to drive continuous improvement and strengthen the experience of diverse consumers.

Skills

Degree or equivalent

Team leadership

Complaint handling

Data to insights

Executive reporting

Stakeholder influence

Education

Relevant degree or equivalent

Job description

Central Adelaide Local Health Network (CALHN) seeks a Manager Consumer Experience to lead the Consumer Experience Team and program, overseeing complaints, compliments and early resolution. You will use feedback, surveys and risk insights to support service improvement and consumer-centred care across CALHN.

You will partner with consumers, carers and staff to incorporate diverse perspectives into service design and governance reporting, driving continuous improvement and high-quality patient