Senior Manager, Experience, Value & 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

Senior Manager, Experience, Value & Insights

Posted: 14/10/2026

Closing Date: 04/11/2026

Job Type: Permanent - Full Time

Location: Sydney CBD

Job Category: Other

About the RACP
The Royal Australasian College of Physicians (RACP) connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides services to support the delivery of training, continuing professional development, and health policy and advocacy to medical health professionals.

Our Values
Accountable | Collaborate | Indigenise and Decolonise | Lead the way | Respect

Why Join Us?
As part of our team, you will be offered a competitive remuneration salary and access to some amazing benefits including a flexible hybrid work model, additional paid leave between Christmas and New Year, paid parental leave, free annual flu vaccinations, professional development opportunities, access to our Employee Assistance Program, special corporate discounts and more! To view all our benefits, visit www.racp.edu.au/about/careers-at-racp.
Our 3-2-1 Hybrid Working Model

• 3 days from anywhere in Australia or Aotearoa New Zealand per week,
• 2 days from an RACP office location per week,
• 1 of the two days per week in office spent with your team.

Job Description

The Role

This newly established role is an exciting opportunity to shape how the RACP understands, delivers and strengthens value for its members.

Reporting to the Executive General Manager, Member Experience & Value, you will lead the College’s enterprise approach to member experience, value and insights, ensuring member needs and evidence are at the centre of organisational priorities, investment decisions and service improvements.

Key responsibilities include:

Experience, brand and value – Lead the College's approach to member experience, brand strategy, service design and the member value proposition.

Voice of Member and insights – Establish and lead the College’s member research, feedback and analytics capability, translating insights into strategic priorities and actionable improvements.

Member journey improvement – Partner across the College to identify opportunities, simplify processes and improve priority member journeys and outcomes.

Strategic influence – Use member evidence, behavioural insights and experience data to influence organisational planning, investment and prioritisation decisions.

Digital products and platforms – Provide business leadership for member-facing products and platforms, including customer relationship management and digital member services, working with Technology to drive improvements, adoption and benefits realisation.

Experience measurement – Establish frameworks to measure member experience, demonstrate impact and support continuous improvement.

Leadership and capability – Lead and develop a multidisciplinary team, strengthening organisational capability and embedding evidence-based, member-centred decision-making.

Desired Skills and Experience

The Successful Candidate

You are an experienced, strategic and collaborative leader who is passionate about understanding customer or member needs and translating insights into meaningful organisational improvements.

You bring a strong combination of customer/member experience, strategic insight and stakeholder influence, with the ability to connect specialist capabilities and drive outcomes across a complex organisation.

To succeed in this role, you will demonstrate:

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.

Demonstrated 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.

Demonstrated experience using customer/member insight, behavioural evidence and experience data to shape strategic priorities, investment choices and measurable experience improvement.

Experience with business product ownership or product management for CRM, digital/member platforms or comparable enterprise products.

Strong experience working across Technology and business teams with clearly separated business and technical accountabilities.

Demonstrated leadership experience building or maturing multidisciplinary customer / member experience, insight, service design and/or product capabilities, bringing together specialist disciplines around shared customer/member outcomes.

Strong analytical judgement and ability to translate complex evidence into clear executive decisions.