Head of Consumer Experience – Healthcare

Health; Adelaide; Hybrid; AUD 130,000 - 135,000; Full time

Benefits offered by this job

Salary packaging

Novated lease

Flexible work options

Leave loading

Fitness discounts

Flu vaccinations

Wellbeing support

Job summary

Central Adelaide Local Health Network (CALHN) in Adelaide CBD is seeking a strategic leader to manage the Consumer Experience Team and the Consumer Experience Program. You will oversee complaints, compliments and early resolution, turning feedback and risk insights into improvements in service quality and governance reporting.

You will partner with consumers, carers and staff to ensure diverse perspectives inform service design and continuous improvement across CALHN.

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 deliver 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 support CALHN in driving continuous improvement, enhancing service quality and strengthening the experience of our diverse consumers.

Skills

Team leadership

Consumer experience

Data to insights

Stakeholder influence

Education

Relevant degree or equivalent experience

Job description

Central Adelaide Local Health Network (CALHN) in Adelaide CBD is seeking a strategic leader to manage the Consumer Experience Team and the Consumer Experience Program. You will oversee complaints, compliments and early resolution, turning feedback and risk insights into improvements in service quality and governance reporting.

You will partner with consumers, carers and staff to ensure diverse perspectives inform service design and continuous improvement across CALHN.