Chief Consumer Experience Officer

4 days ago

Brisbane, Queensland, Australia beBeeLeadership Full time $160,000 - $180,000

This is a leadership opportunity to drive operational excellence and elevate consumer experience.

A senior leader will be responsible for leading a newly established department providing strategic oversight and direction for contact centre operations, contracting, evaluation, continuous improvement, clinical governance, and resource planning.

The role involves shaping strategy and governance across the organisation, helping it evolve to meet future industry needs while embedding a culture of consumer-centred excellence and continuous improvement.

Key Responsibilities:

  • Developing and leading a whole-of-operational excellence strategy that aligns with organisational mission and priorities.
  • Championing a culture of high performance, continuous improvement, and consumer focus.
  • Collaborating with internal stakeholders and external partners to ensure sustainability and impact of funded initiatives.
  • Establishing and leading a centralised contract management function to ensure consistency, compliance, and value.
  • Overseeing resource planning to optimise rostering and workforce utilisation across services.
  • Embedding robust evaluation and data-driven insights to inform continuous improvement.

About You:

  • An accomplished senior leader with a passion for consumer-centred service, operational excellence, and governance.
  • Proven success in managing government contracts, service improvement, and strategic leadership.
  • 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.
  • Demonstrated expertise in managing contact centres and embedding continuous improvement frameworks.
  • Strong expertise in consumer-centred service design, data analytics, and workforce planning.

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