Senior Manager, Member 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

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