Head of Customer Experience

One of our cultural mindsets is authentic dialogue and authenticity; Bring your authentic self to work at Engineers Australia
We offer meaningful, purpose-driven work. Our people work to support the engineering profession that shapes the very world we live in. With more than 130,000 members, Engineers Australia is the voice of the profession, and we need you to help us drive mutual value for our members and industry partners.

About The Role
This role is responsible to lead the strategic development and delivery of Engineers Australia's customer and member experience by driving key initiatives and products that enhance membership value, support new product development, and translate strategy into impactful, measurable outcomes. This is a Fixed term opportunity until June 2027.

Location
Flexible with a preference for east coast - Melbourne, Sydney or Canberra

In This Role You Will

• Act as the strategic link between front-line teams, product development, and business functions to ensure products and services meet member needs and deliver value.
• Lead cross-functional groups to design and deliver new products, experiences, and propositions aligned with EA's membership strategy.
• Champion a culture of continuous innovation and customer-centric design through clear policies, frameworks, systems, and scalable processes.
• Leverage data, insights, and feedback to optimise member journeys, inform product development, and enhance the end-to-end experience.
• Drive iterative improvements by implementing test-and-learn programs, validating concepts, and ensuring alignment with strategic priorities, including the MCX Enterprise Transformation program.

Here's What We're Looking For

• Strategic leader with expertise in customer experience, marketing, and defining membership value, able to shape and deliver impactful outcomes in complex environments.
• Skilled at translating customer and market insights into strategies that drive measurable business results, enhance engagement, loyalty, and satisfaction.
• Experienced in end-to-end journey mapping, product and experience development, and turning strategy into tangible outcomes through execution and collaboration.
• Proven ability to design differentiated value propositions, lead strategic programs, and manage multiple projects with a strong focus on impact.
• Adept at building trusted relationships, influencing across stakeholders, and communicating complex concepts with clarity at all levels.
• Passionate, outcome-oriented, and collaborative, balancing big-picture vision with hands-on delivery to create exceptional member experiences.
• Please refer to the supporting documents to review the full success profile and measures of success in this role.

Why work for Engineers Australia?

• People are at the heart of what we do and why we do it.
• Enjoy competitive remuneration and salary packaging that recognises your expertise and contributions
• Generous paid leave options including 15 days of Personal Leave and 3 days of Life Leave
• Achieve a healthy work-life balance with hybrid working model, ensuring your personal well-being complements your professional fulfillment
• Unlock career growth prospects, as we invest in you and provide avenues for advancement in EA.
• A diverse, inclusive, and supportive team culture that supports you to lead and achieve
• Proud AWEI Bronze Employer Award winner (2023–2026), championing a safe and inclusive workplace for LGBTQ employees.

Ready to apply?
Click 'Apply Now' to submit your cover letter (outlining your suitability) and resume by COB 12 October 2025. This position is subject to both a National Police Check and Reference Check.

Diversity, Inclusion And Your Privacy
Engineers Australia embraces diversity, inclusion and belonging and are committed to building a team that represents the communities that we live in and creating a safe inclusive environment for our people. We are a flexible workplace, please talk to us about your flexible working needs during our recruitment process. Our commitment to inclusivity means that we will work with you to ensure that your experience with us is accessible and welcoming. If you need any reasonable accommodation to fully participate in the job application, interview process, or to perform essential functions of the role, please know that we are here to support you. Please feel free to reach out to our Talent Team at , our dedicated point of contact for all accommodation-related matters.

At Engineers Australia, we believe that diversity and inclusion are essential for our success. We welcome applications from everyone, including people with disabilities, mature age and young job seekers, members of the LGBTI community, Aboriginal and Torres Strait Islander people and other culturally diverse backgrounds. We look forward to welcoming candidates from all backgrounds and providing necessary support where needed to ensure a level playing field for all applicants. Please visit Engineers Australia's website to view our Privacy Policy in relation to the collection of candidate information:

Thank you for considering a career with us.