About Our Client
Our client is a purpose‐led, member‐based organisation operating within a highly regulated professional services environment. They support members across different career stages through education, accreditation and ongoing professional development.
The organisation is undergoing a period of transformation, with a strong focus on moving from transactional service delivery to a richer, career‐pathway‐driven member experience. This role has been created to lead that shift.
About the Role
This is a high‐impact opportunity to design, define and deliver the member experience strategy from the ground up.
Reporting to a Senior Executive, you'll lead a small customer service team while owning the end‐to‐end member journey, from enrolment and compliance milestones through to long‐term engagement and career progression. The role blends strategy, operational leadership, data, process improvement and technology enablement.
You'll play a key role in redefining what "good" looks like for member experience, introducing clear metrics, dashboards and insights, and helping the organisation transition from reactive, transactional service to proactive, relationship‐led engagement.
Key Responsibilities
* Define and deliver a clear Member Experience (MX) strategy aligned to organisational goals
* Lead and develop a customer service team, embedding performance metrics, coaching and accountability
* Map and redesign the end‐to‐end member journey across enrolment, education, compliance and career pathways
* Introduce performance reporting, dashboards and insights to track experience, engagement and outcomes
* Drive continuous improvement initiatives across processes, systems and service delivery
* Leverage technology, automation, AI and CRM capability to reduce manual handling and increase team capacity
* Partner with Sales and Marketing to share member insights and support acquisition, retention and growth
* Build and maintain operational discipline through playbooks, governance and service standards
* Lead change in a team navigating transformation, lifting engagement and performance maturity
About You
You're an experienced people leader with a strong background in member, customer or service experience, who is ready to step into a role with real ownership and influence.
You're commercially minded, solutions‐focused and comfortable working within constraints, improving what already exists rather than relying on large‐scale new investment.
You will bring:
* Experience leading customer service, member experience or contact centre teams
* Strong capability in experience strategy, journey mapping and service transformation
* Proven experience setting performance metrics, dashboards and reporting frameworks
* Exposure to CRM systems, data analysis and tools such as Power BI (or similar)
* Experience driving process improvement, automation or AI‐enabled uplift
* Confident, empathetic leadership style with the ability to lift engagement and performance
* Experience in regulated, education, membership, professional services or insurance environments (desirable, not essential)
Why Join?
* Opportunity to design and own the member experience strategy
* Leadership role with genuine influence and visibility
* Blend of strategy, people leadership, data and transformation
* Hybrid working model (2 days in office)
* Purpose‐driven organisation focused on long‐term member outcomes
How to Apply
Click APPLY or email Dominic Roy at droy@sharpandcarter.com.au for any specific questions on this role.
#J-18808-Ljbffr