Associate Director, Customer Experience

Employment Type: Permanent Full Time

Position Classification: Health Manager Level 5

Remuneration: $173, $193,906.00 per annum plus superannuation

Hours Per Week: 40

Requisition ID: REQ620565

Location: Corporate Office, Newcastle

Applications Close: 01 December :59pm

About the Opportunity

Transform the future of healthcare with NSW Health Pathology

As Associate Director for Customer Experience, you'll lead organisation-wide strategies that elevate satisfaction, loyalty, and digital innovation. Join us to shape a unified, customer-first vision that makes every experience count.

What we can offer you

• Days Off in addition to Annual Leave
• Generous salary packaging options and other fringe benefits
• Corporate wellbeing programs, including the Fitness Passport
• Learning and development opportunities, including in-house training with RTO My Health Learning

What you'll be doing

The Associate Director for Customer Experience is responsible for developing and implementing cohesive, organisation-wide strategies, governance frameworks, and standards that drive customer satisfaction, loyalty, and value creation. The role will unify fragmented Customer Experience efforts across NSWHP, ensuring strategic alignment and readiness for digital transformation. The role will lead key initiatives relating to customer experience and engagement, working closely with the senior leadership team at NSW Health Pathology (NSWHP).

Interested in joining Australia's largest public pathology service? Apply now by addressing the following questions:

• Relevant tertiary qualifications or equivalent experience in Marketing, Business Administration and/or extensive experience and a record of achievement in customer experience and feedback in a large and complex organisation, including leading and guiding customer research and insights to inform a customer centric strategic direction and operating model
• Superior analytical skills including the ability to analyse and interpret complex information from numerous sources, prepare and present analysis and reports, deal with challenges creatively and achieve insightful and business focused solutions
• Proven ability to lead and support strategic initiatives through effective planning, change management, and business performance improvement
• Demonstrated understanding of technology as it applies to improving and enhancing the customer experience
• Demonstrated experience in developing key customer service performance indicators and metrics and identifying opportunities for customer service delivery improvement
• Excellent communication, engagement, negotiation, collaboration and influencing skills with all levels of staff, management, customers, suppliers and stakeholders; with demonstrated capability to build, maintain and use relationships to successfully achieve business outcomes
• Demonstrated understanding of the pathology landscape in the Australian health care system.

Need more information?

1) Click here for the Position Description

2) Find out more about applying for this position

For role related queries or questions contact Robert Lindeman on

Working Rights

This position is a permanent position. To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency. Please note: A person who is not an Australian citizen or a permanent resident is only eligible for temporary employment for a period not longer than the duration of their current visa.

New to NSW Health Pathology?

The preferred candidate may be required to undergo a functional assessment prior to appointment.

Talent Pool

If the selection panel identifies more than one suitable candidate for the role, an eligibility list will be created for future permanent full time / part time, temporary and casual vacancies.

Our Commitment to Diversity and Inclusion

NSW Health Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.