Head of Volunteer Experience

CFA is an emergency service that places the community at the centre of everything we do. We work to protect lives and property across Victoria, every hour of the day.

Our organisation is made up of employees working alongside more than 51,000 volunteers. We value the different skills, experience and viewpoints that people bring, because they strengthen how we operate and support the services Victorians rely on.

We aim to be a workplace where people feel supported to do meaningful work, develop professionally, and contribute to outcomes that matter to the people and places we serve.

To learn more about who we are and the work we do, visit our About Us page.

About the Role

Lead the future of volunteerism at CFA.

Reporting to the Deputy Chief Officer, Operational Performance and Capability, the Head of Volunteer Experience is a newly established executive position responsible for ensuring that CFA's volunteers remain at the heart of everything we do.

In this critical role you will:

• Lead the design, implementation and continuous improvement of strategies, systems and programs that enhance the end-to-end volunteer experience at CFA.
• Provide strategic insights drawn from volunteer sentiment, performance data and lived experience to inform executive decision-making and drive meaningful organisational change.
• Collaborate across CFA's five regions, working closely with Deputy Chief Officers and Managers, Volunteer Sustainability to ensure strategic priorities are effectively executed and strengthen connection, trust, and sustainability.
• Lead initiatives that enhance recruitment, onboarding, recognition, development, and retention of CFA's diverse volunteer base, ensuring CFA remains an attractive and compelling proposition for current and future volunteers.
• Build and maintain strong relationships with volunteers, community partners, and the broader emergency management sector, representing CFA and the volunteer voice at every level.
• Drive initiatives that promote equity, diversity, and inclusion, supporting CFA's goal of a volunteer workforce reflective of the communities we serve.

With a portfolio spanning Volunteer Insight and Strategy, Recruitment and Onboarding, Recognition and Retention, Pathways and Volunteer Programs, this role leads a team dedicated to building an environment where every CFA volunteer feels valued, supported and empowered to contribute.

About You

You are a strategic and influential leader with a deep passion for enhancing the volunteer experience and driving meaningful organisational impact.

You bring:

• Proven experience in leading customer or volunteer experience strategies, frameworks and programs, delivering measurable outcomes in large, complex organisations.
• Leadership and management experience within volunteer, not-for-profit or similar organisations, including operating effectively in matrix management models.
• Demonstrated ability to translate evidence-based insights into actionable initiatives that improve organisational performance.
• A strong track record in developing and executing strategies and business plans aligned to organisational goals.
• Extensive experience in building and leading high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to negotiate complex matters and influence both internal and external stakeholders.
• Proven experience in building community-centred partnerships and networks that strengthen engagement, trust and volunteer outcomes.
• A tertiary qualification in business management, administration, or communications; additional qualifications in leadership or management are highly desirable.

If you are a strategic leader ready to shape the future of volunteerism and make a lasting impact across Victoria's communities, we invite you to apply for this unique and rewarding opportunity.

Why choose CFA

• Meaningful Purpose: Your contribution truly makes a difference
• Work-Life Balance: Paid parental leave, generous leave provisions
• Discounts: Emergency Memberlink discounts on various services
• Wellbeing Focus: Health Ready programs, flu vaccinations
• Member Assistance Program: Access support across 8 service pathways

Your Application

Click the 'Apply' button to access our online application portal. You will be prompted to provide your personal and contact details and to respond to employment-related questions. When applying for a position with CFA, please include a cover letter and resume that clearly demonstrate your qualifications, experience and the key attributes and skills relevant to the role.

Pre-employment Checks

Offers of employment will only be made to candidates who are able to successfully complete a National Police History Check, Working Rights Check and hold a valid Working with Children Check. You will also be required to provide at least two professional references.

Applications close: 11:59pm 30 November 2025

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves.  First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.

If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don't hesitate to contact the person listed on the ad or alternatively, email

The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act 2014. You can view our Privacy Statement here. For access and correction of the information we have collected, contact