National Cx Insights Manager

1 week ago

Sydney, New South Wales, Australia Healius Full time
National CX Insights Manager

National Customer Experience Insights Manager

  • We are one of Australia's leading healthcare companies
  • Fulltime permanent Position based at Sydney CBD
  • Join a supportive and friendly team environment, with a great culture.

About us:

  • Healius has two main businesses Pathology and Imaging, and three emerging businesses in Agilex, Vet Pathology and Genomics. Through its unique footprint of centres and 13,000 employees, Healius provides diagnostic services to consumers and their referring practitioners through accessible, highquality, consumercentric healthcare services. Healius is committed to delivering excellence in healthcare in Australia and creating value for investors, consumers, employees, and the many communities in which it operates.

Primary Purpose:

  • Reporting to the Head of Customer Experience (CX) and Marketing, the National CX Insights Manager will play a key role in helping develop and execute our CX strategy. You will take on the role of business owner of the Medallia CX platform and will be responsible for collating, reporting, and developing insights into how we can improve and enhance our overall customer experience. You will work with Head of CX and Marketing to ensure the group is driving maximum value from the Medallia platform, including the provision of assistance, support, education, and solutions to patients, referring clinicians and Healius staff.
    Key aspects of this role will include but not be limited to;
  • Support the Head of CX and Marketing in the implementation of the Pathology and Imaging CX strategies
  • Act as an advisor regarding CX initiatives being undertaken within the business to improve value, relevance, and effectiveness of customer interactions
  • Collate and monitor customer insights through reporting tools used across our customer segments
  • Support the Commercial and Operations teams by collating and presenting insights from customer research to help inform and prioritise customer experience improvement initiatives
  • Act as Healius' key manager with respect to Healius' contract with Medallia, ensuring that this is managed efficiently and that Medallia's services are appropriate to the needs of the organisation
  • Develop a deep understanding of Referrer / Patient behaviours and choice drivers through feedback, research and engagement with SMEs, and share this knowledge broadly throughout the organisation
  • Partner with local SMEs to support the execution of prioritised CX initiatives.

To be considered for this role your skills and attributes should include:

  • Relevant experience in a Customer Experience related field
  • Proven ability to work with large volumes of data and generate readily digestible reports from this data
  • Ability to develop deep insights, uncover unmet needs, drive innovation, collaborate and lead
  • Strong analytical, creative problemsolving and project management skills
  • Experience with journey mapping, voice of customer programs, technology transformation projects, and human centred design or service design
  • An understanding of major trends and dynamics in the CX field, with an understanding of the Diagnostics sector being an advantage

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