Group Executive, Consumer Experience

Group Executive, Consumer Experience & Operational Excellence

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Group Executive, Consumer Experience & Operational Excellence

Drive operational excellence and elevate consumer experience at Diabetes Australia, a leading health organisation.

Permanent | Full Time

About Us

Diabetes Australia are a highly respected, purpose-led health organisation committed to improving the lives of Australians through innovation, compassion and impact. Grounded in our values and powered by people, we champion equity, care and connection in everything we do. As we grow and evolve, we're building a new Centre of Excellence and we're seeking a Group Executive to lead it with integrity, courage, and vision.

About the Role

Reporting to the Chief Operating Officer, this new role is a critical member of our Executive team. Accountable for leading a newly established department providing strategic oversight and direction for our contact centre, contracting, evaluation, continuous improvement, clinical governance and resource planning.

Your leadership will drive operational effectiveness, high performance, and exceptional consumer experience. You'll be responsible for strategic oversight and delivery of grant agreements and government-funded contracts, working with senior levels of both Federal and State governments.

You will play a key role in shaping strategy and governance across the organisation, helping us evolve to meet the future needs of the industry while embedding a culture of consumer-centred excellence and continuous improvement.

Key Responsibilities

Strategic Leadership & Stakeholder Engagement

Develop and lead a whole-of-operational excellence strategy that aligns with our mission and strategic priorities.

Champion a culture of high performance, continuous improvement, and consumer focus.

Collaborate with internal stakeholders and external partners including government agencies and consumer groups to ensure the sustainability and impact of funded initiatives.

Contract Management & Performance Evaluation

Establish and lead a centralised contract management function to ensure consistency, compliance, and value.

Drive strategic contract alignment and performance throughout the lifecycle.

Embed robust evaluation and data-driven insights to inform continuous improvement.

Oversee resource planning to optimise rostering and workforce utilisation across services.

Consumer Experience

Oversee contact centre operations to deliver efficient, effective, and consumer-centric support.

Ensure the voice of consumers is embedded in service design, delivery, and evaluation.

Champion the use of consumer insights and experience data to inform decision-making and service innovation.

About you

An accomplished senior leader with a passion for consumer-centred service, operational excellence and governance. With proven success in managing government contracts, service improvement and strategic leadership.

What You Bring

Qualifications & Experience

Tertiary qualifications in business, health administration, or a related field (postgraduate qualifications desirable).

10+ years in senior leadership roles, ideally in health, not-for-profit or government sectors.

Experience leading complex, multi-disciplinary teams including contract and consumer operations.

Demonstrated expertise in managing contact centres and embedding continuous improvement frameworks.

Proven ability to lead strategic transformation and stakeholder engagement at senior government levels.

Skills & Attributes

Deep knowledge of contract, evaluation and performance management.

Strong expertise in consumer-centred service design, data analytics, and workforce planning.

Strategic mindset with the ability to lead through complexity and change.

Exceptional communication, relationship-building and influencing skills.

Committed to inclusive, ethical leadership and organisational excellence.

Why Join Us?

At Diabetes Australia, our values of Compassion, Commitment, Accountability, Authenticity, and Collaboration guide everything we do. You'll be part of a purpose-driven team working to create lasting change for the 1.5 million people living with diabetes, and those at risk.

Need more reasons?

Professional growth : We value expertise and innovation. With us, you'll have opportunities to develop your skills, contribute to projects, and grow your career in a supportive environment.

Inclusive and supportive culture : We believe in inclusiveness and community, and genuinely value diversity and cultural capability. Your voice matters, and you'll find a welcoming environment where every team member is valued.

Balanced work environment : Enjoy a balanced approach to working from home and the office, ensuring you have the flexibility you need.

Focus on wellbeing : We prioritise employee health and wellbeing with access to a free and confidential Employee Assistance Program (EAP) for our employees and their immediate family members.

Generous salary packaging : Increase your take-home pay by paying certain expenses using pre-tax dollars, up to $15,900 a year.

We value diversity and inclusion and encourage applicants from all backgrounds, including those living with disability, returning to the workforce, or from underrepresented communities. Let's make a difference together

Please note : a National Police Check will be required.

We look forward to receiving your application.

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Salary match Number of applicants Skills match

Your application will include the following questions : Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Group Executive? What's your expected annual base salary? How much notice are you required to give your current employer? How many years' experience do you have as a Contact Centre Operations Manager? How many years' experience do you have as a Transformation Lead?

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