Job Title

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? Were 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 PartnersWere more than just your health partner. As a proud South Aussie not-for-profit, weve had our members backs (and eyes, and teeth) for over 85 years. This means we know health and wellbeing looks different for everyone, and its why were 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, were guided by doing whats right for our members, our people and the broader community. To be a Health Partners member means youre part of something pretty special were 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, youll play an integral role in shaping impactful digital and customer experience strategies. Along the way, youll 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, ensuring alignment with both business goals and customer needs.Help build the organisations 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 achieve their goals and enjoy the process along the way.About YouPurpose and people are at the heart of everything you do. Youre a collaborative and attentive person dedicated to enhancing customer experience. With a customer-centric mindset and a proactive approach to problem solving, youll influence strategy and lead projects, bringing the wider business along on the journey to optimal customer satisfaction. Youll also have:Proven experience in a senior digital or CX role, ideally within health insurance or financial services.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 data and turn insights into action.Whats on offer?To be part of our local team means youre part of something pretty special. Youll be working with a diverse range of people committed to doing things Side by Side. Head to our careers page to learn more about life at Health Partners and Side by Side, our employee value proposition.Our employee benefits include:Paid parental leaveAllowance on your private health insurance premiumDiscounted sunglassesFlexible and hybrid working arrangementsAccess to internal and external learning opportunitiesVolunteer days to work with partner charitiesAccess to our Employee Assistance Program for you and your familyDiscounted gym memberships and wellbeing programsApplicants must be Australian citizens or permanent residents and hold a current satisfactory National Police Clearance (within 12 months) or be willing to obtain one prior to commencement.Interested?Apply today! Send us your application. Well review applications as they come in, so dont delay.We appreciate your effort in applying. As a Circle Back Initiative employer, we review and respond to every candidate.If this role isnt quite right but you have the skills or energy to contribute, visit our website for current vacancies and to register for our talent pool. #J-18808-Ljbffr