Executive Manager, Member Experience

Executive Manager, Member Experience

Job Title: Executive Manager, Member Experience
Contract Type: Permanent
Location: Melbourne
Salary: Executive Salary commensurate with experience.
Reference: 3148677
Contact Name: Vicki-Anne Craigen
Contact Email:
Job Published: July 24, 2020 12:01

Job Description

This long-serving, well established brand has a national member based footprint, and today manages in excess of $4b on behalf of it’s members.
A familiar and well respected brand, within a very competitive market, they continue to cultivate a strong purpose by increasing value through an uncompromising focus on higher levels of customer experience (CX). 
As part of the Executive leadership team, reporting directly to the CEO, this role leads the Member Experience (CX) function. This is an important leadership role which supervises and overseas the strategy, planning and execution of the overall member experience. The role’s purpose is to ensure the business achieves high levels of customer satisfaction, increased business efficiency and superior member outcomes. 
Key components of the role include:
Building and managing a team of business analysts and customer experience specialists (CX) with deep expertise in customer experience journeys.
Using service design methodology to derive meaningful insights for member experience (CX) improvements.
Guiding marketing, branding and member service teams to align with the larger member experience strategy.
Measure and track ROI on identified transformation opportunities for member experiences.
Interact at executive/senior management level, proactively advocating for problem-solving and strategic thinking.
Your CV must also be able to demonstrate the following must haves:
  • Extensive experience specialising in member experience (CX), with a demonstrated track record of success in embedding customer experience thinking across a business.
  • Executive level Member Experience (CX) gained from superannuation and/or financial services industry will be viewed favourably, however candidates from other member based organisations are encouraged to apply.
  • Strategic and outcome focussed proficiency in building business cases to achieve strategic objectives.  
  • Advanced leadership attributes, inter-personal and relationship-building skills.
Please email your resume to Vicki-Anne Craigen at or apply here.
Applications close 7th August 2020.
Please note:
Only those applicants who can demonstrate within their CV the experience outlined above will be responded to.
This role is only open to those who have full Australian working rights. 

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