Head of Member Experience, Value & Insights

Royal Australasian College of Physicians (RACP); Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Flexible hybrid work model

Paid parental leave

Free annual flu vaccinations

Professional development opportunities

Employee Assistance Program

Job summary

Royal Australasian College of Physicians (RACP) seeks a Senior Manager, Experience, Value & Insights to lead the organisation’s member experience, value propositions and research capability. You will drive evidence-based decisions, influence investment, and shape strategic priorities across the college.

You will lead a multidisciplinary team, partner with Technology and business units, and shape journey improvements, brand and service design to maximise member outcomes across Australia and

Qualifications

• Significant senior experience across customer/member experience, value propositions or brand strategy, service design, product management, customer insight or related disciplines, with demonstrated ability to connect these capabilities around customer / member outcomes.
• Experience leading end-to-end journey improvement across organisational or functional boundaries.
• Experience establishing or leading Voice of Customer/Member, CX measurement, insight or research capability.

Responsibilities

• Lead the College’s enterprise approach to member experience, value and insights, ensuring member needs and evidence drive priorities, investment decisions and service improvements.
• Establish and lead member research, feedback and analytics capability, translating insights into strategic priorities and actionable improvements.
• Partner across the College to identify opportunities, simplify processes and improve priority member journeys and outcomes.
• Use member evidence and experience data to influence organisational planning, investment and prioritisation decisions.
• Provide leadership for CRM, digital/member platforms or enterprise products, working with Technology to drive improvements and benefits realization.
• Establish frameworks to measure member experience and demonstrate impact.

Skills

Customer experience

Stakeholder influence

Leadership

Service design

Product management

CX measurement

Voice of customer

Data analysis

CRM ownership

Strategic influence

Tools

CRM

Job description

Royal Australasian College of Physicians (RACP) seeks a Senior Manager, Experience, Value & Insights to lead the organisation’s member experience, value propositions and research capability. You will drive evidence-based decisions, influence investment, and shape strategic priorities across the college.

You will lead a multidisciplinary team, partner with Technology and business units, and shape journey improvements, brand and service design to maximise member outcomes across Australia and