Client Experience Evaluation Lead

2 weeks ago

Kingsgrove, Australia Scope (Aust) Full time

**About Scope**

Scope’s purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities to achieve their goals. Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short term accommodation (respite), social connections, lifestyle options, therapy and employment services in over 420 service locations across Victoria and NSW.

**About Your Role**

Scope has an exciting and unique opportunity for a Client Experience Evaluation Lead to work within our Strategy & Impact Division. **This is a fixed-term, part-time role for 12 months, working three days a week**

As the Client Experience Evaluation Lead, you will play a key role in measuring and evaluating client experience and service quality. Your focus will be on designing and implementing research methodologies, supporting data collection, and making insights accessible to stakeholders.

**Your Key Focus**
- Lead the design and execution of client experience (CX) evaluation programs
- Manage quantitative and qualitative research projects, including interviews and focus groups
- Provide insights and recommendations based on data analysis
- Train and support staff on CX data collection and interpretation
- Develop reports, dashboards, and communication materials
- Ensure ethical data collection and compliance with privacy regulations
- Build strong relationships with internal and external stakeholders such as frontline staff, clients and their families/supporters
- Identify and execute ideas for continuous improvement and innovation

**What We Look For**

**In addition**:

- Extensive experience in consumer research and/or community services
- Strong project management and data analysis skills
- Proficiency in CX software (Qualtrics preferred) and Microsoft Office Suite
- Flexible with travel - up to 40% travel within NSW to visit SIL accommodations
- Good understanding of legal framework governing consumer research data

**Scope as an Employer**

At Scope, we ‘Celebrate our people’ by rewarding you with access to an exclusive benefits platform. You will have access to cashback, vouchers, and discounts to over 500 popular retailers covering groceries, fuel, entertainment, wellbeing and so much more. It’s one of the ways we thank our team for the ongoing and valued contribution they make to the lives of the people we support.

View our stance on inclusion, diversity and human rights.

**Scope (Aust) is a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.**

Take your career on a journey with Scope and work proactively with us to achieve our purpose
- Please note, successful applicants will be required to hold a NDIS Worker Screening Check Clearance and a Working with Children Check. If you have lived or worked for a continuous period of 12 months or more in another country within the last 10 years, a certified International Police Check from that country or countries will also be required. Please note that the offer will be conditional on meeting these requirements._

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