Member Experience Transformation Leader

Surgeons; New South Wales; On-site; AUD 180,000 - 260,000; Full time

Job summary

The Royal Australasian College of Surgeons (RACS) seeks a senior executive to own the end-to-end member journey, from onboarding to long-term value, delivering measurable improvements over a 12-month engagement.

Based in Australia, the role can be anchored in Melbourne, Sydney, Brisbane or Adelaide, reporting to the CEO and collaborating with the Executive Leadership Team across Fellowship Experience, Education, Marketing and Communications.

Qualifications

• Senior leader with proven experience transforming or improving a customer or member experience or growth function.
• Strong understanding of the end-to-end member/customer journey.
• Commercial experience across acquisition, engagement, retention, segmentation and proposition development.
• Experience delivering high value service in a relationship led environment.
• Strong CRM and digital understanding, particularly Microsoft Dynamics.
• Experience measuring customer/member experience and using insight to drive improvement.
• Experience building operating models, service standards, governance and team capability.
• Strong stakeholder and influencing skills at executive/governance level.
• A practical, delivery focused approach to developing strategy and delivering results.
• Ability to simplify processes and avoid over-complication.

Responsibilities

• Review the current member journey, service delivery, processes and systems and identify opportunities to improve.
• Design and implement the future Member Experience and Growth operating model, including service standards, governance, capabilities and team structure.
• Develop approaches to member acquisition, engagement, retention and growth, including new membership categories and propositions.
• Establish measures of member experience and service performance, including NPS, satisfaction, engagement and retention.
• Take ownership of the business use of Microsoft Dynamics CRM to understand members and personalise communications.
• Simplify processes and administration to make it easier for members to engage with RACS.
• Build the foundations, team capability and governance required for the function to operate effectively into the future.
• Lead a structured handover into ongoing business ownership at the end of the engagement.

Job description

The Royal Australasian College of Surgeons (RACS) seeks a senior executive to own the end-to-end member journey, from onboarding to long-term value, delivering measurable improvements over a 12-month engagement.

Based in Australia, the role can be anchored in Melbourne, Sydney, Brisbane or Adelaide, reporting to the CEO and collaborating with the Executive Leadership Team across Fellowship Experience, Education, Marketing and Communications.