Senior Patient Experience Director

4 days ago


Adelaide, South Australia Health Full time

About the Role

The Manager, Consumer Experience, plays a pivotal role in ensuring consumer feedback is managed effectively across the organisation. Reporting to the Executive Director, Corporate Affairs, this position oversees complaints management, including complex and serious cases. Strong understanding of risk management and escalation processes is essential for handling complaints with confidentiality and professionalism.

This role also involves developing business processes, training, and support to help staff respond promptly and consistently to complaints. Expertise contributes to the development of the Consumer Experience Framework and Consumer Strategy, with regular updates provided to the Executive and Board.

  • Key Responsibilities:
  • Oversight of complaints management, including coordination and advice provision
  • Maintenance of organisation-wide perspective on complaint data
  • Development of business processes, training, and support for complaint response

About You

To be successful in this role, you will bring a blend of expertise in consumer experience, management, and customer service. A Graduate-level qualification in business, marketing, health, or social sciences is required, along with proven leadership abilities, strong oral and written communication skills, and experience in leading high-performing teams.



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