Cx Capability

**Sydney CBD**
- Partner across the organisation to deliver Customer Capability programs as planned.
- Establish a best-in-class practice for the CX / Design / Research / Insights practice.
- Permanent Opportunity | Hybrid working

**About the Role**

Lead the strategic direction, design and development of CX Practices Capability including Human Centred Design (HCD), Research and Insights learning and mentoring programs in accordance with the Company’s strategic priorities. Lead business wide programs and initiatives to enhance the customer experience and design capabilities required to meet current and future organisational needs. Enable a consistent and coordinated approach to how icare Listen, Learns and Acts to ensure the voice of those we serve is embedded into decision making.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**

It’s an exciting time at icare where no two days are the same as a CX Capability and Practice Lead, you will:
**Strategy, planning and team leadership**
- Develop the CX Capability strategy and plan in consultation with Strategy, CX, Transformation leadership, People & Culture capability
- Lead planning and iteration of the Customer Capability framework to ensure programs are practical, relevant and lead to sustained increase in capability
- Mentor, and grow mid-tier and Support team members

**CX Practice Leadership**
- Establish, embed, and manage the ways of working for CX practitioners and delivery teams to ensure consistent high-quality work is produced through strong methods.
- Bring in, adapt, or develop new techniques, methods and tools to ensure best-in-class and fit-for-purpose tools and resources are available for all CX practitioners and delivery teams.
- Run a best-in-class practice for the CX / Design / Research / Insights practice establishing and maintaining a clear charter, understanding of membership proficiency and providing professional development mentoring and support for CX practitioners and members through the creation of regular events, communications and engagements to build connectedness and uplift in customer centric thinking and approaches.
- Provide exceptional workshopping skills and partner with business teams to plan, develop and facilitate bespoke workshops with internal and external stakeholders on behalf of the organisation

**Skills & Experience**
- Experience using human centred design to solve business problems at scale and deliver transformation within larger organisations
- Experience running quantitative and qualitative research programs and packaging insights to deliver targeted business action
- Has autonomy in determining matters related to their area of responsibility and is accountable for design concepts provided to the business.
- Determines how to achieve objectives including deciding methods and techniques.
- Addresses problems in the work environment, devises action plans and advocates new approaches.
- Ensures decisions are based on evidence and makes effective judgments under pressure.
- Makes decisions within the level of financial and administrative delegation assigned to the role and within corporate / government / legislative protocols.
- Tertiary qualification at degree level in marketing or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience
- Pre-employment checks

**Culture**

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

**About the Company**

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.
- For more information about icare visit our website
- **icare operates a direct sourcing model so no agency introductions will be accepted**:

- We are a Circle Back Initiative Employer - we commit to respond to every applicant
- A talent pool may be created through this recruitment process.