Head of Digital & Customer Experience

Shape the future of health and wellbeing for South Australians, championing the design of innovative products, services and health and wellbeing programs with humans at their heart.Do you have a passion for designing with purpose and a customer focused mindset that is truly unmatched? We’re looking for a versatile Head of Digital & Customer Experience to join our team, playing a critical role in designing human-centered experiences that add value and set Health Partners apart from competitors.About Health PartnersWe’re more than just your health partner. As a proud South Aussie not-for-profit, we’ve had our member’s backs (and eyes, and teeth) for over 85 years. This means we know health and wellbeing looks different for everyone, and it’s why we’re on a mission to create a better state of health for our over 95,000 members and the local community we call home.As a member-owned fund, we’re guided by doing what’s right for our members, our people and the broader community. To be a Health Partners member means you’re part of something pretty special - we’re your truly local, value giving, member satisfying partner. About the roleOur Head of Digital & Customer Experience leads a highly skilled team who are as people-driven as they are passionate. By tapping into research and data to stay closely connected to what customers really need, you’ll play an integral role in shaping impactful digital and customer experience strategies. Along the way, you’ll inspire the wider business to think outside the box and discover fresh, innovative ways to solve customer challenges.Key responsibilitiesOwn our customer segmentation, personas, digital and broader customer research to uncover insights and help steer strategic decisions - tackling current pain points and getting ahead of emerging opportunities.Champion our Voice of the Member programs (including customer relations) that not only capture feedback but use it to take action and make things better.Drive digital transformation from problem discovery to implementation with customer experiences front of mind, making sure it aligns with both business goals and what our customers truly need.Help build the organisation’s skills and confidence in innovative tools and modern ways of working to boost and evolve the customer experience.Identify, design, test and validate solutions that optimise or transform organisational member journeys across all touchpoints.Find opportunities, shape solutions, and test what works to optimise and transform member experiences at every step of their journey.Lead and inspire a team of digital and CX specialists, helping them to achieve their goals and enjoy the process along the way! About youPurpose and people are at the heart of everything you do. You’re a collaborative and attentive person who is dedicated to enhancing customer experience. With a customer-centric mindset and a proactive approach to problem solving, you’ll have the ability to influence strategy and lead projects, bringing the wider business along with you on the journey to optimal customer satisfaction. You’ll also have:Proven experience in a senior digital or CX role, ideally within the health insurance or financial services industry.A strong background in customer segmentation, persona development and designing exceptional experiences.A track record of leading digital transformation projects that drive real change.Skilled in uniting diverse perspectives and collaborating with cross-functional teams.Sharp analytical skills with the ability to dive into the data and turn it into insights that get things moving.What’s on offer?To be part of our local team means you’re part of something pretty special. You’ll be working with a diverse range of people who are committed to doing things Side by Side. Head to http://careers.healthpartners.com.au/ to find out more about life at Health Partners and Side by Side, our employee value proposition. Working for us means you can also access our generous employee benefits, including:Paid parental leaveAllowance on your private health insurance premiumDiscounted sunglassesFlexible and hybrid working experiencesAccess to internal and external learningVolunteer days to work with our partner charitiesAccess to our Employee Assistance Program for you and your familyAccess to discounted gym memberships and wellbeing programs.You must be an Australian citizen or permanent resident at the time of submitting your application and hold a current satisfactory National Police Clearance (within 12 months) or be willing to obtain prior to commencement. Are you interested? Apply today!Send through your application. We’ll screen applications as they’re received, so be sure to get in fast. We appreciate the time and effort it takes to prepare and submit your application with us. This is why we’re a Circle Back Initiative employer, committed to reviewing and responding to every candidate. If this role isn’t quite right for you, but you’ve got the skills, experience or energy to elevate our team, check out our website for all current vacancies and register for our talent pool. AUD Adelaide 5000

Head of Digital & Customer Experience

Shape the future of health and wellbeing for South Australians, championing the design of innovative products, services and health and wellbeing programs with humans at their heart.

Do you have a passion for designing with purpose and a customer focused mindset that is truly unmatched? We’re looking for a versatile Head of Digital & Customer Experience to join our team, playing a critical role in designing human-centered experiences that add value and set Health Partners apart from competitors.

About Health Partners

We’re more than just your health partner. As a proud South Aussie not-for-profit, we’ve had our member’s backs (and eyes, and teeth) for over 85 years. This means we know health and wellbeing looks different for everyone, and it’s why we’re on a mission to create a better state of health for our over 95,000 members and the local community we call home.

As a member-owned fund, we’re guided by doing what’s right for our members, our people and the broader community. To be a Health Partners member means you’re part of something pretty special - we’re your truly local, value giving, member satisfying partner. 

About the role

Our Head of Digital & Customer Experience leads a highly skilled team who are as people-driven as they are passionate. By tapping into research and data to stay closely connected to what customers really need, you’ll play an integral role in shaping impactful digital and customer experience strategies. Along the way, you’ll inspire the wider business to think outside the box and discover fresh, innovative ways to solve customer challenges.

Key responsibilities

  • Own our customer segmentation, personas, digital and broader customer research to uncover insights and help steer strategic decisions - tackling current pain points and getting ahead of emerging opportunities.
  • Champion our Voice of the Member programs (including customer relations) that not only capture feedback but use it to take action and make things better.
  • Drive digital transformation from problem discovery to implementation with customer experiences front of mind, making sure it aligns with both business goals and what our customers truly need.
  • Help build the organisation’s skills and confidence in innovative tools and modern ways of working to boost and evolve the customer experience.
  • Identify, design, test and validate solutions that optimise or transform organisational member journeys across all touchpoints.
  • Find opportunities, shape solutions, and test what works to optimise and transform member experiences at every step of their journey.
  • Lead and inspire a team of digital and CX specialists, helping them to achieve their goals and enjoy the process along the way! 

About you

Purpose and people are at the heart of everything you do. You’re a collaborative and attentive person who is dedicated to enhancing customer experience. With a customer-centric mindset and a proactive approach to problem solving, you’ll have the ability to influence strategy and lead projects, bringing the wider business along with you on the journey to optimal customer satisfaction. You’ll also have:

  • Proven experience in a senior digital or CX role, ideally within the health insurance or financial services industry.
  • A strong background in customer segmentation, persona development and designing exceptional experiences.
  • A track record of leading digital transformation projects that drive real change.
  • Skilled in uniting diverse perspectives and collaborating with cross-functional teams.
  • Sharp analytical skills with the ability to dive into the data and turn it into insights that get things moving.

What’s on offer?

To be part of our local team means you’re part of something pretty special. You’ll be working with a diverse range of people who are committed to doing things Side by Side. Head to http://careers.healthpartners.com.au/ to find out more about life at Health Partners and Side by Side, our employee value proposition. 

Working for us means you can also access our generous employee benefits, including:

  • Paid parental leave
  • Allowance on your private health insurance premium
  • Discounted sunglasses
  • Flexible and hybrid working experiences
  • Access to internal and external learning
  • Volunteer days to work with our partner charities
  • Access to our Employee Assistance Program for you and your family
  • Access to discounted gym memberships and wellbeing programs.

You must be an Australian citizen or permanent resident at the time of submitting your application and hold a current satisfactory National Police Clearance (within 12 months) or be willing to obtain prior to commencement. 

Are you interested? Apply today!

Send through your application. We’ll screen applications as they’re received, so be sure to get in fast.

We appreciate the time and effort it takes to prepare and submit your application with us. This is why we’re a Circle Back Initiative employer, committed to reviewing and responding to every candidate.

If this role isn’t quite right for you, but you’ve got the skills, experience or energy to elevate our team, check out our website for all current vacancies and register for our talent pool.

Job Search