Head of Customer Experience

Independence Australia Group (IAG), a leading for purpose enterprise supporting people with disabilities, children, and families, is seeking a visionary
Head of Customer Experience
to champion the voices of the people we support and lead transformational change across our services.

About the Role

Reporting to the Chief Experience Officer, this is your opportunity to lead the development and implementation of accessible and inclusive customer experience strategies across all areas of our business — from Disability Services and Child and Family Services to our National products business.

You'll design systems that not only listen to our clients but act on their voices, embedding their feedback into how we innovate, grow, and serve. Using human centred design principles, you'll inspire a culture of continuous improvement where every customer journey is empathetic, responsive, and aligned with our values.

As Head of Customer Experience, you will:

• Lead CX strategy across all services, ensuring voices from our customers and the people we support inform every decision.
• Build and evolve systems for capturing customer feedback (Voice of Customer, NPS, etc.).
• Champion a human centric approach to creating seamless, person-centred experiences.
• Translate insights into action — driving service innovation, improvement, and measurable outcomes.
• Partner with executive leaders to align customer insights with organisational priorities.
• Mentor and lead a team of dedicated community experience professionals.

About you

• A bachelor's degree in business, Social Work, Psychology, Disability Studies, Community Development, or related field
• 10+ years' experience in senior leadership roles focused on customer experience or engagement Deep knowledge of CX, EX, VOC systems and customer journey mapping Knowledge of applying human centred design approaches in service design and strategy
• Strong analytical, communication, and stakeholder engagement skills
• Passion for equity, empathy, and creating meaningful impact for vulnerable communities

Why work with us

As a valued member of our team, you have access to a range of benefits and perks to ensure you thrive at Independence Australia Group, including:

• Access salary packaging benefits to increase your take home pay by reducing your taxable income.
• As a social enterprise, we aren't solely reliant on external funding which means better job security so can focus on providing quality care and service to our customers.

Work with purpose

Are you looking for a rewarding career that makes a positive impact on people's lives? Join us at Independence Australia Group to help thousands of Victorians living with disability and personal need lead fulfilling and independent lives.

Be part of a team that values equity, empathy, respect and quality underpinned by our four guiding principles:

• Customer Centric:
  Ensuring that customers have choice and control is paramount in our decision making.
• Valued People
  : Encouraging and rewarding innovation and excellence, recognition, and feedback.
• One Organisation
  : Sharing a common purpose supported by positive contributions, clear responsibilities, and accountability.
• Strive for Excellence:
  We value and reward innovative thinking, proactivity, resourcefulness, and responsiveness.

For a rewarding career where you can make a real difference and positive impact on peoples' lives, APPLY NOW.

Commitment to Diversity

Independence Australia Group is an equal opportunity employer and believe our people should reflect the diverse communities we operate in. We encourage applications from people with a disability, CALD, LGBTQIA+ and Aboriginal and Torres Strait Islander peoples to apply.