Member Experience Strategy Lead

1 week ago

Sydney, New South Wales, Australia beBeeTransformation Full time $120,000 - $180,000
Job Overview

This role is responsible for driving the implementation of a member-centric transformation program, aligning with our overall business strategy.

The successful candidate will design and embed member-focused resources, insights, and behaviors across the organisation, championing an ideal member experience roadmap for all to strive for.

This includes assigning accountability for critical journeys and tracking improvements and member outcomes.

This role drives the business to focus on improvements that positively impact the member experience, enabling stakeholders to prioritise accordingly.

The candidate will also identify pain points within critical journeys that require elevation and drive solutions, ensuring staff behave with the member at the heart of their work.

In addition to this, they will be responsible for coaching, influencing, and educating others within the business/team, building passion for insights and robust underlying processes.

Requirements
  • A minimum of 10 years' experience in a related field
  • Strong written and oral communication, project management, and presentation skills, including experience working with senior managers and executives
  • Ability to balance visionary, strategic thinking with pragmatism
  • Persuasive and adaptive negotiating skills with a strong member focus
  • Ability to work through complex commercial problems and evaluate information to establish the best decisions
  • Innovative problem-solving and decision-making approach with a focus on service delivery excellence and achievement of business objectives
  • Strong Leadership skills, empathy, and effective communication
Benefits

We offer generous employee benefits, including leave offerings, salary continuance insurance, flexible working, professional and personal development, and health and well-being initiatives.

Culture

We believe diversity of thought, background, and experience creates better outcomes for our people, members, and communities. Our team fosters a diverse and dynamic environment that values differences and enables us to bring our whole selves to work. We're proud to be recognised as an Employer of Choice for Gender Equality and our CEO is a Pay Equity Ambassador. We CARE deeply, DELIVER honourably, and LEAD bravely.

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