Head of Member Experience & Insights

The Royal Australasian College of Physicians; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Flexible hybrid work model

Paid leave between Christmas and New 3

Paid parental leave

Free annual flu vaccinations

Professional development opportunities

Employee Assistance Program

Corporate discounts

Job summary

The Royal Australasian College of Physicians (RACP) seeks a Senior Manager, Experience, Value & Insights to lead the enterprise approach to member experience, value and insights in Sydney. You will shape how the College understands member needs and drives improvements across services and platforms.

Reporting to the Executive General Manager, Member Experience & Value, you will translate insights into strategic priorities, influence investment decisions and drive measurable improvements for

Qualifications

• Senior experience across customer/member experience and related disciplines.
• Ability to connect capabilities around customer outcomes.
• Experience leading end-to-end journey improvements across boundaries.
• Experience establishing Voice of Customer/Member or CX measurement.
• Experience with CRM or digital/member platforms and enterprise products.
• Strong analytical judgement translating evidence into executive decisions.

Responsibilities

• Lead the enterprise approach to member experience, value and insights.
• Translate insights into strategic priorities and actionable improvements.
• Identify opportunities to simplify processes and improve member journeys.
• Influence planning, investment and prioritisation using member evidence.
• Provide leadership for CRM, digital member platforms and related products.
• Establish frameworks to measure member experience and impact.
• Lead and develop a multidisciplinary team focused on outcomes.

Skills

Customer experience

Value proposition

Brand strategy

Service design

Product management

Customer insight

Stakeholder influence

Tools

CRM

Job description

The Royal Australasian College of Physicians (RACP) seeks a Senior Manager, Experience, Value & Insights to lead the enterprise approach to member experience, value and insights in Sydney. You will shape how the College understands member needs and drives improvements across services and platforms.

Reporting to the Executive General Manager, Member Experience & Value, you will translate insights into strategic priorities, influence investment decisions and drive measurable improvements for