Senior Customer Experience Director

The Opportunity:

We are seeking a Senior Customer Connections Manager who understands how to build deeper customer relationships and drive sustainable growth. This strategic role requires a strong grasp of seamless customer experience design, engagement strategies, and GTM planning to increase customer value through greater connection with our products and services.

This role is accountable for leading programs that reward loyalty and strengthen customer engagement, including the operational and technical management of our customer referral program. It also leads the Customer Connections team, responsible for building referral partnerships across our ecosystem and delivering sales growth through strong partner and channel relationships.

Together, the team drives lead generation, sales, and engagement outcomes with a strong focus on customer experience and Net Promoter Score (NPS) across Health Insurance, Health Services, and Connected Care. This position reports to the Head of Loyalty and Customer Connections.

What You'll Be Doing

Here's what you can look forward to in this role:

• Lead engagement across Health Insurance and Health Services, with accountability for delivering enterprise customer growth metrics including referrals, care touchpoints, NPS, and the operationalisation of growth initiatives aligned to our business ambition.
• Drive product confidence and member retention by embedding our proof points across frontline teams, enabling them to identify customer growth opportunities and deliver initiatives that strengthen connected experiences and long-term loyalty.
• Lead a team of Referral Partnership Managers to operationalise programs through communications, frontline training, reporting, quality assurance, vendor management, and customer resolutions.
• Manage internal and external relationships essential to the effective operation of our Life Rewards platform and One Referral program, including loyalty platforms, third-party vendors, senior leaders, frontline leadership, marketing, operational teams, and technology partners.
• Ensure referral and loyalty propositions evolve in line with competitor activity, regulatory changes, customer needs, and market developments to remain relevant, competitive, and fit-for-purpose.

What You'll Bring

We're looking for someone who's passionate about helping others and thrives in a fast-paced, people-focused environment.

To succeed in this role, you'll ideally have:

• Tertiary qualifications in business or related disciplines are preferred.
• Minimum 8 years senior level management experience with a track-record of delivering effective solutions in a large and complex organisation.
• Direct experience in leading the development and implementation of strategies to deliver commercial outcomes.
• Experience managing frontline / operation teams including training communications and engagement.
• Ability to solve complex problems and develop solutions in consultation with others, including expert professionals.
• Significant market knowledge and experience in consumer behaviour and trends.
• Expertise in Australian healthcare legislative and regulatory environment and the impact of these upon product policy and strategy desirable.
• Demonstrated passion for the customer is essential.

What's in it for you

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people's health, wellbeing and futures. Through our Healthier and Happier program, we're providing health benefits for everyone who works with us, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.