Member Experience Manager

Job Category: Call Centre and Customer Service

Remarkable people; remarkable career.

Are you ready to rediscover remarkable and make a positive impact on people’s lives? At GMHBA, every day brings an opportunity to empower and support communities to live well. Join us to be part of something meaningful and discover the remarkable benefits of working at GMHBA.

GMHBA takes pride in being an Australian not-for-profit health insurance and healthcare company that truly values its members. For a rewarding 90 years, we've been dedicated to serving the community and as a result have become one of Australia's leading regionally based private health insurers. We live and breathe exceptional care and are dedicated to making GMHBA a remarkable place to work. We value building connections, embrace individuality, and maintain a supportive, performing culture. GMHBA offers a flexible workplace, a community-focused culture, and a great regional lifestyle

Job Description

At GMHBA, our members are at the heart of everything we do. We’re looking for a Member Experience Manager to lead and inspire our frontline teams, drive operational excellence, and transform how we deliver service across every channel. This is your chance to make a lasting impact; on members, on your team, and on the future of service at GMHBA.

Why this role matters

Reporting to the Head of Experience – Member Services, the Member Experience Manager provides both strategic and operational leadership across our omni-channel contact centre and member operations. You’ll be responsible for ensuring every member interaction reflects our values, while driving service innovation, operational excellence, and continuous improvement.

What you’ll do

- Set and lead the strategic direction for embedding contemporary customer service centre practices and operational strategies, to deliver best in class efficiency, brand representation, and customer experience
- Drive transformation of contact centre operations, including technology optimisation (Genesys Cloud, Dynamics CRM) and value creation
- Lead, coach, and inspire a team of six direct reports and a team of more than 60+ to deliver outstanding member experiences.
- Ensure complaint handling, membership administration, and operational practices meet regulatory obligations and deliver confidence for members
- Use insights, data, and market trends to identify opportunities, solve root causes, and implement continuous improvement initiatives
- Partner with leadership, regulators, and stakeholders to deliver service excellence and compliance.

Desired Skills and Experience

What you bring

- 8+ years’ experience managing a contact or call centre.
- Strong leadership and people management skills with a proven ability to build capability and deliver results.
- Experience driving change, creating value, and transformation projects.
- Ability to simplify complex issues and influence at all levels.
- A collaborative leadership style that fosters trust, engagement, and high performance.

Why GMHBA?

- Be part of an organisation with a strong community focus and member-first values.
- Lead a team that makes a real difference to thousands of members every day.
- Drive transformation in an environment that values innovation, care, and collaboration.

If you believe you would be a great fit but don’t quite tick all the boxes, we encourage you to apply.

Submit your application online today. Applications close on Friday,3 rd Oct’ 2025

If you have any questions about this position or the recruitment process, please reach out to the careers team at careers@gmhba.com.au

At GMHBA, we are committed to building a diverse and inclusive workplace where everyone feels respected, valued, and empowered to be their authentic selves. We believe that inclusion strengthens our organisation, enriches our culture, and allows us to better support our members, patients, and communities.We actively welcome and encourage applications from people of all backgrounds, identities, and experiences.

In submitting an application, you agree that you have read and accepted the terms and conditions of our recruitment privacy statement: gmhba.com.au/privacy.

#J-18808-Ljbffr