MANAGER, CUSTOMER EXPERIENCE

Hender Consulting; Adelaide; On-site; AUD 95,000 - 125,000; Full time

Benefits offered by this job

Salary packaging

Staff benefits

Job summary

Lutheran Homes Group (LHG) is a not-for-profit provider of Home and Community Support, Residential Care and Retirement Living across SA and regional Victoria.

The newly created Manager, Customer Experience (CX) will shape the CX framework and lead end-to-end customer journeys with senior leadership to deliver service excellence and meaningful improvements across the organisation.

Qualifications

• Experience leading enterprise-level CX strategy across multiple service lines.
• Strong stakeholder engagement and cross-Functional collaboration skillset.
• Proven track record of translating customer insights into practical improvements.

Responsibilities

• Lead the development of LHG's enterprise-wide CX strategy and framework.
• Map and improve end-to-end customer journeys across services.
• Collaborate with senior leaders to embed CX into priorities and decisions.
• Enhance enquiry management, customer outcomes and conversions.
• Lead customer feedback, complaints and compliments processes with empathy.

Skills

CX strategy

Stakeholder mgmt

People leadership

Data insights

Tools

CRM software

Job description

• Attractive salary packaging and staff benefits


• Lead the CX agenda across a diverse, growing organisation


• Enterprise-wide role shaping customer journeys & service excellence

Lutheran Homes Group (LHG) is a highly respected and contemporary not-for-profit provider of Home and Community Support, Residential Care and Retirement Living services across South Australia and regional Victoria. With over 1,500 employees and volunteers, LHG offers a collaborative, supportive and values-driven culture committed to empowering ageing Australians to live with dignity, choice and wellbeing.

As a key pillar of LHG's strategic direction, Customer Experience plays an important role in shaping how the organisation engages with and supports residents, clients and their families. The newly created Manager, Customer Experience (CX) role represents an important investment in strengthening this approach across the organisation.

Reporting to the General Manager, Marketing and Communications, the Manager, CX will lead the development of LHG's CX strategy and framework, establishing a consistent and connected approach across the end-to-end customer journey.

Working across service streams and partnering with senior leaders, operational and clinical teams, the role will translate customer insight into action and embed customer experience into service improvement and organisational priorities. Key responsibilities include:

leading the development of LHG's enterprise-wide CX strategy, Voice of Customer framework and human centred service excellence approach;

mapping and improving the end-to-end customer journey to create more connected and consistent experiences across Home and Community Support, Residential Care, and Retirement Living;

influencing and partnering with senior leaders and operational teams to embed customer experience into organisational priorities and decision making;

enhancing enquiry management, customer outcomes and conversions;

leading customer feedback, complaints and compliments processes, ensuring concerns are addressed with empathy and insights drive improvement;

developing customer insights and measures to identify trends, prioritise opportunities and track CX outcomes, while strengthening CRM utilisation;

building organisational capability and promoting a person-centred, values-based service culture.

You will demonstrate well developed experience leading or evolving CX at an enterprise level, with demonstrated breadth across customer strategy, insights, journey management, measurement and service improvement. A highly collaborative leader, you will have strong interpersonal skills and the ability to build trusted relationships with stakeholders at all levels of the organisation. You will be a credible and influential partner to senior leaders, skilled at working across departments, building alignment and translating customer needs and insights into practical priorities and outcomes.

Equally, you will be comfortable building CX foundations and personally driving key initiatives as the function develops. Experience may be drawn from aged care, health, community services, member-based organisations or other complex service environments, complemented by genuine empathy and a passion for improving the experiences of ageing Australians.

LHG offers a flexible and supportive work environment, genuine opportunities for growth, employee wellbeing initiatives and attractive salary packaging and staff benefits.

Find out more about working at LHG by watching the video below

Visit lutheranhomes.com.au for further information about our client.

Confidential enquiries are welcome to Bernie Dyer or Andrew Reed on (08) 849.