Head of Digital Customer Experience

Location: Richmond, VIC
Employment Type: Full Time

Mercy Health is seeking a dynamic and strategic leader to join our Technology Operations team as the Head of Digital Customer Experience. In this role, you’ll lead the delivery of high-quality, user-focused IT support services across the Service Desk, Desktop Support, and IT Service Management functions.

You will drive digital service improvement, lead a team of 13 FTEs, and champion innovation, automation, and customer satisfaction. This position is key to enhancing the digital experience for Mercy Health’s workforce and ensuring IT services align with organisational goals and values.

Where there’s life, there’s Mercy.

Where there’s care, there’s You.

Through the battles and the breakthroughs, we're there. Where will you be?

For over a century, our incredible teams have provided care for people at every stage of life. Across our aged care homes, hospitals and research facilities, and across numerous cities and towns, we’re on a journey to keep growing our impact for the next hundred years.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you’ll have the chance to make an impact and gain experience that’s hard to find elsewhere.

At Mercy Health, it’s all about taking what we have and making it better.

To do that, we need you.

Join us at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity

In this key leadership role, you’ll shape the digital support experience for thousands of end users across Mercy Health. You’ll lead a skilled team delivering frontline IT support, drive improvements through data and user feedback, and champion innovation, automation, and service excellence. This is a rare opportunity to make a meaningful impact in a mission-driven organisation that values compassion, respect, and innovation.

What you’ll bring

It takes a special kind of person to work in healthcare or community services. If you are genuinely interested in helping others, then you’ll find you can build something here and find your place in a team of 10,000 hearts.

To thrive in this role, you will have:

- Over 10 years' experience leading IT support functions in complex environments
- Deep knowledge of IT service management frameworks (e.g. ITIL) and best practices
- Proven ability to drive customer experience improvements using data and feedback
- Strong leadership skills with a focus on team development, accountability, and culture
- Demonstrated success in implementing service automation and self-service capabilities
- Experience with ITSM platforms such as ServiceNow for tracking, reporting, and optimisation
- Excellent stakeholder engagement and communication skills across all levels
- A commitment to values-based leadership aligned with Mercy Health’s mission and purpose

You will also be required to provide evidence of, or in the process of obtaining:
- A current Police Record Check and Working with Children Check.- Proof of current influenza vaccination and other vaccination status consistent with public health orders.

Ready to help us shape the future of healthcare?

Join us and make a meaningful difference in people’s lives - and your career.

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.
- We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture._
- We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present._