Client Systems

Settlement Services International (SSI Group) is a community-based organisation and social business that supports newcomers and Australians to achieve their full potential. Taking an integrated approach how everyone can thrive within the community in which they live and the wider Australian society, we support children, young people and families; people living with disability; and asylum seekers, refugees and migrants. Our programs include facilitating employment, multicultural foster care, creating community engagement, advocacy, and influencing government and international affairs and provide though leadership within our sector nationally and globally.
About SSI
Everyone deserves equal opportunity to thrive. At SSI, our people work together to deliver life-changing settlement, employment and human services.
SSI is a leading, national not-for-profit organisation providing dedicated human and social services to a diverse Australia. With community at the heart of everything we do, our purpose is to create a world in which everyone has access to equal opportunities.
We work with diverse communities to drive social inclusion, economic empowerment, and lasting wellbeing across Australia. Our every day is about fostering belonging and creating measurable impact. We are committed to advancing equality through strategic leadership, collaboration, and innovative solutions.
Our every day is about fostering belonging and creating measurable impact. We are committed to advancing equality through strategic leadership, collaboration, and innovative solutions.
About the Role
The Client Systems and Experience Manager will focus on designing, monitoring, and improving the client facing systems (processes, platforms, tools, templates) and service logic for client engagement. This role is a part of the Service Design & Innovation team at SSI. They will provide specialist client experience expertise and oversee the strategic management of Organisation-wide and Division-wide initiatives that ensure services are shaped around the needs, preferences, and lived experiences of clients.
**Key responsibilities include**:

- Develop and implement plans to enhance client systems and overall experience.
- Collaborate with internal teams, especially Service Delivery and NSI, to assess needs, triage clients, improve service quality, and streamline referral pathways, aligning with the Client First Model and organisational goals.
- Lead consultations, coaching, and working groups on Client Systems & Experience initiatives.
- Support change management efforts for new client experience systems, including stakeholder engagement, training, and communications.
- Contribute to business cases and tenders with current Client Systems & Experience insights.
- Utilize customer insights, client feedback, and industry benchmarks to drive continuous improvement.
- Provide strategic guidance on digital client platforms and self-service technologies, ensuring alignment with organisational standards and client-first principles.
- Partner with the Insights & Analytics team to deliver qualitative and quantitative client experience insights.
- Design Human-Centered Design artefacts (journey maps, service blueprints, personas, experience maps) to support program improvements.
- Develop tools and templates to enable non-core programs to implement Client First Model frameworks independently.
- Maintain a central, up-to-date repository of client experience tools, frameworks, and artefacts.
- Establish and monitor metrics to measure the impact of Client Systems & Experience initiatives on client outcomes and service delivery.
- Develop and maintain strong positive relationships with a wide variety of internal and external stakeholders and partners to ensure effective delivery of services and ongoing support.
- Manage scope, budgets, change management and learning and development components of Client Experience projects.

About You
- Demonstrated expertise in Client Experience (CX), including client journey mapping within complex systems and change environments.
- Strong understanding of client-facing systems such as CRMs, digital portals, and communication platforms (inbound/outbound).
- Proven facilitation skills to lead effective consultations, workshops, and cross-functional working groups.
- Ability to leverage client insights and feedback to inform strategies and measure the impact of CX initiatives.
- Excellent written and verbal communication skills, with the ability to convey complex concepts in a clear, engaging manner.
- Experience in project management, including agile practices, test-and-learn approaches, and rapid prototyping.
- Strong relationship-building skills, with the ability to work collaboratively with a diverse range of stakeholders, including frontline staff, service providers, and leadership teams.
- Experience in professional development and capacity building in multi-disciplinary, cross-location teams.
- Comfortable working in a fast-pace