* Location: This role will work across both our West Footscray and Moorabbin offices
* Access to Salary Packaging for over $15k
* Full-time
* Location: This role will work across both our West Footscray and Moorabbin offices
* Occasional travel required
* Access to Salary Packaging for over $15k
Are you a CX expert who thrives on insight, innovation, and impact? Want to turn data, stories, and experience into real change for people in disability and children and family services? If you're ready to help grow the CX function, shape tools, uncover data, fuel improvements, and influence strategy, we want to hear from you!
About The Role
We're looking for a Senior Community Voice & Experience Specialist who can turn community insights into meaningful action. In this role, you'll help shape how people we support, their families, carers, and our employees influence the future of our services. You'll design, embed, and elevate systems that capture real experiences, and transform them into improvements that matter. If you're equal parts relationship builder, analyst, strategist, storyteller, researcher, and experience designer, this is your opportunity to make genuine impact across a complex and purpose‐led organisation.
What You'll Do
Drive Client & Community Voice
* Implement and evolve accessible feedback systems
* Amplify the voices of clients, employees, and communities
* Build mechanisms that measure experience and inform decision‐making
Lead Experience Design & Innovation
* Create journey maps that uncover gaps and opportunities
* Shape service design through insight‐driven thinking
* Support continuous improvement across service areas
Engage, Influence & Communicate
* Craft compelling communications that bring insights to life
* Build storytelling tools that make data meaningful
* Empower teams with clear, actionable customer voice narratives
Collaborate Across the Organisation
* Partner with Service Delivery, Quality & Risk, Operations and more
* Embed community insights into culture, practice, and improvement projects
Deliver Insight & Reporting
* Produce accessible, actionable dashboards and reports
* Tailor insights for frontline teams, leaders, and executives
Support Risk & Governance
* Identify trends, early warning signs, and experience risks
* Ensure ethical and compliant data management
Lead Projects & Lift Capability
* Run voice and experience projects end‐to‐end
* Mentor team members and support internal capability building
What You Bring
* Tertiary qualifications in Business, Marketing, CX, Human‐Centred Design, Community Development, Social Work, Psychology or similar
* 5‐8 years in CX/EX, community engagement, design, insights or a related field
* Strong experience with CX tools (surveys, interviews, journey maps)
* Proficiency in Qualtrics, InMoment or similar CX platforms
* Exceptional communication and facilitation skills
* Ability to turn data into clear, compelling narratives
* Ability to work with a range of internal and external stakeholders
* Experience influencing in complex environments
Bonus Points For
* Experience in disability or child and family services
* Understanding of NDIS, person‐centred or trauma‐informed practice
* Co‐design, systems thinking, or service design capability
You will also need (or be able to obtain)
* National Police Check
* NDIS Worker Screening Check
* Working with Children Check
Why You'll Love Working With Us
* A role with clear purpose and social impact
* Flexible working (office, home, and community‐based)
* Opportunities to travel, engage with communities, and see your work come to life
* A supportive team committed to innovation, insight, and meaningful change
* Access to Salary Packaging options of over $15K
Ready to Amplify the Voices That Matter Most?
If you're excited by the mix of design, research, strategy, storytelling, and you're passionate about community impact, we'd definitely love to hear from you.
For a copy of the Position Description please reach out to Jason at jbowring@possability.com.au
Please note: We will be reviewing applicants and screening during the advertising period.
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