Duration: 6 month fixed term contract
Location: Sydney
About the role
Avant supports doctors so they can focus on what matters most, caring for Australia's diverse communities. We're building a step change in how we understand and improve the experience of our Medical Indemnity insurance members, and we're looking for a CX Insights Lead to help make it happen.
This is a rare opportunity to build a measurement capability from the ground up, partnering directly with an external specialist vendor to co-design a service measurement framework, then owning its rollout and evolution across the business. You'll set the standard for how Avant measures, monitors, and acts on member experience data, and build the internal capability to sustain it long after the vendor engagement ends.
About the role:
- Acting as Avant's primary counterpart to our measurement framework vendor, co-designing outputs, reviewing deliverables, and holding the vendor to account for quality and genuine capability transfer.
- Helping build a multi-level KPI hierarchy (L1 to L3) in partnership with journey owners, embedded into how we report and operate day to day.
- Owning the measurement blueprint, including metric definitions, calculation logic, data source mapping, scoring, and baselines, and extending it beyond.
- Medical Indemnity to our other member journeys.
- Designing and validating journey scorecards, including the Medical Indemnity Exceptional Service Scorecard, and embedding them into service governance forums.
- Driving dashboard design requirements and validating outputs for the Engage journey, with an eye to scaling the approach across all member journeys.
- Defining CX governance structures, including roles, accountabilities, and RACI, across business, data, and technology teams.
- Building measurement literacy and confidence across the business, so teams can use the data with confidence, not just receive it.
- Leading the sequenced rollout of dashboards and reporting tools across remaining journeys, in step with broader delivery priorities.
- Growing the team's in-house capability in measurement design, KPI development, and performance reporting
Skills and experience required:
- CX measurement, analytics, or service performance measurement experience at lead level.
- Strong data visualisation and dashboard design skills.
- Confidence managing and constructively challenging external vendors, including scope, methodology, and deliverable quality.
- The ability to translate complex, technical concepts for both operational teams and executive stakeholders.
- Familiarity with platforms such as D365, CXOne, InMoment or similar.
- A track record of embedding new skills and ways of working into a team.
- A relevant degree in data science, statistics, commerce, business analytics, or similar; postgraduate study in CX, analytics, or measurement is a plus, not a must.
Why this role?
You'll have no direct reports, but real influence, shaping how an entire organisation understands and acts on member experience. You'll work closely with journey owners, service designers, data and analytics teams, and technology partners, reporting to the Head of Strategy & Member Experience.
If you like the idea of building something from first principles (a framework, a capability, a way of working) rather than maintaining someone else's, this is that role.
For further information please contact Sue Allen, Talent Acquisition Business Partner on 0429 404 856.
Equal Opportunity Employer
Avant supports doctors so they can serve Australia's diverse communities. Having diversity in our workforce brings valuable perspectives and strengthens our ability to support healthcare professionals.
We therefore welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally diverse communities, LGBTQIA+ individuals, people with disabilities, and those with caring responsibilities.
Our inclusive workplace is somewhere everyone can succeed.
Ready to join us? If you're passionate about supporting Australia's healthcare professionals, we'd love to hear from you. If you require any adjustments during the recruitment process, please don't hesitate to contact us at
[email protected] 