Senior Consumer Experience Leader

6 days ago

Melbourne, Victoria, Australia beBeeConsumerLeader Full time $120,000 - $180,000
Job Overview

We are seeking a highly skilled and experienced leader to drive operational excellence and elevate consumer experience in our Centre of Excellence.

This strategic role will oversee contact centre operations, contract management, performance evaluation, and resource planning, with a focus on delivering exceptional customer outcomes.

Key Responsibilities:
  • Strategic Leadership & Stakeholder Engagement:
    • Develop and lead a whole-of-operational excellence strategy that aligns with our organisation's mission and priorities.
    • Champion a culture of high performance, continuous improvement, and consumer focus.
    • Collaborate with internal stakeholders and external partners 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

We are looking for an accomplished senior leader with a passion for consumer-centred service, operational excellence, and governance. The ideal candidate will have proven success in managing government contracts, service improvement, and strategic leadership, as well as experience leading complex, multi-disciplinary teams including contract and consumer operations.

  • 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 in managing contact centres and embedding continuous improvement frameworks.
    • Demonstrated expertise in leading 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 Work With Us?

We value expertise and innovation, and offer opportunities for professional growth and development. Our team is committed to creating lasting change for people living with diabetes, and we welcome diverse perspectives and ideas.

We strive to create a positive and inclusive work environment, with flexible working arrangements and a range of benefits to support your wellbeing.

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