Senior Manager, Experience, Value & Insights

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

Benefits offered by this job

Flexible hybrid work model

Job summary

Royal Australasian College of Physicians in Sydney CBD NSW seeks a Senior Manager, Experience, Value & Insights to shape how the College understands and strengthens member value. Reporting to the Executive General Manager, Member Experience & Value, you will lead enterprise approaches to member experience, value and insights, ensuring evidence-based priorities drive improvements.

You will build and lead a multidisciplinary team, develop measurement frameworks, and partner with Technology to

Qualifications

• Senior experience in customer or member experience, value propositions, or brand strategy.
• Experience linking insights to outcomes across a complex organisation.
• Experience leading end-to-end journey improvements across boundaries.
• Experience establishing Voice of Customer/Member or CX measurement capability.
• Experience with CRM or digital/member platforms as a product owner.

Responsibilities

• Lead the College’s approach to member experience, brand strategy, service design and value proposition.
• Establish and lead member research, feedback and analytics capability, translating insights into priorities.
• Partner across the College to identify opportunities and simplify processes.
• Use insights and experience data to influence planning, investment and prioritisation decisions.
• Provide leadership for member-facing products and platforms with Technology collaboration.
• Establish frameworks to measure member experience and demonstrate impact.
• Lead and develop a multidisciplinary team focused on evidence-based, member-centred decisions.

Skills

Customer experience

Value proposition

Brand strategy

Service design

Product management

Customer insights

Stakeholder influence

Data-driven decision making

Leadership

Job description

Senior Manager, Experience, Value & Insights

Royal Australasian College of Physicians – Sydney CBD NSW

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.

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.

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.