About us
At Independence Australia Group, we believe the experiences of the people we support should shape the way we work, the decisions we make and the services we deliver.
We are a social enterprise built to delivery disability, health, family and community services that support people to live with independence and realise their potential.
About the role
Reporting to the Chief Experience Officer, you'll have a unique opportunity to build and mature our customer experience capability from the ground up across a diverse business portfolio, including Disability Services, Child and Family Services, and our National healthcare Products business.
This is about designing the systems, insights and ways of working that enable us to truly understand the experiences of the people we support and translate those insights into meaningful organisational change.
You'll lead a small team to create an enterprise customer listening ecosystem, bringing together feedback, operational data, customer interactions and experience measures into a connected view of the customer. You'll transform information into compelling insights that influence strategy, improve services and deliver better outcomes for the people and communities we serve.
This is a highly visible leadership role, partnering closely with executive leaders across Disability, Children & Families, Products and Corporate Services to embed customer-led thinking into everyday decision-making and help shape the future of our organisation.
What you will be doing
- Develop and lead the organisation's customer experience strategy, creating a contemporary capability that places customer insights at the centre of decision-making.
- Design and embed an enterprise Voice of Customer (VoC) framework, integrating feedback, customer interactions, operational performance and experience data into a cohesive customer insights system.
- Identify trends, opportunities and emerging customer needs, presenting clear and compelling insights that influence executive decision-making, organisational strategy and service improvement.
- Champion human-centred design principles to improve customer journeys, making experiences simpler, more accessible and more responsive to the needs of the people we support.
- Lead customer journey mapping, service design and continuous improvement initiatives across multiple business areas.
- Develop meaningful customer experience metrics, dashboards and reporting that measure what matters and demonstrate impact over time.
- Build strong partnerships with leaders across the organisation, creating shared accountability for customer outcomes and fostering a culture where customer voices drive innovation and continuous improvement.
- Lead and develop a capable, collaborative team while remaining hands-on in designing frameworks, analysing insights and establishing the foundations of a mature customer experience function.
About you
You're equally comfortable thinking strategically and rolling up your sleeves to build something new.
You understand that great customer experience starts with deeply understanding people, but you also know that meaningful change requires robust systems, quality data and compelling insights that influence decision-makers.
You bring curiosity, commercial thinking and empathy, and you're excited by the opportunity to build a capability that will shape the future of a growing, purpose-led organisation.
You'll bring:
- Significant leadership experience in Customer Experience, Customer Insights, Service Design, Customer Strategy or a related discipline.
- Proven experience designing or maturing customer experience capabilities, including Voice of Customer programs, customer insight frameworks and experience measurement.
- Demonstrated success bringing together multiple data sources to create meaningful customer intelligence that informs strategy and drives organisational improvement.
- Strong analytical capability, with the ability to distil complex information into clear, compelling insights and recommendations for executive audiences.
- Experience applying human-centred design or customer journey methodologies to improve products, services and experiences.
- Outstanding stakeholder engagement and influencing skills, with experience working across executive leadership teams and diverse business functions.
- Experience leading and developing high-performing teams in a values led culture.
- A passion for creating better outcomes for people and communities through evidence-based, customer-led decision making.
Why work with us
As a valued member of our team, you have access to a range of benefits and perks to ensure you thrive at Independence Australia Group, including:
- Access salary packaging benefits to increase your take home pay by reducing your taxable income.
- Access free confidential counselling and support from our Employee Assistance Program.
- As a social enterprise, we aren’t solely reliant on external funding which means better job security so you can focus on providing quality care and service to our customers.
- The opportunity to work for a purpose-driven organisation that creates meaningful social impact.
Work with purpose
We believe everyone should have the opportunity to participate in life and the community, regardless of ability. Our aim is to improve quality of life and provide access to products, resources and encouragement that allow people to make choices to enhance their well‑being and lifestyle.
As a social enterprise, we redistribute surplus funds generated through the sale of over 12,000 healthcare products, mobility aids and equipment into programs that support people living with a disability.
Independence Australia Group includes Independence Australia, Zest Care, SASI, AQA, Possability Group and Lifestyle Solutions. Learn more at independenceaustralia.com.au.
Commitment to diversity
Independence Australia Group is an equal opportunity employer. We encourage applications from people with a disability, CALD communities, LGBTQIA+ individuals, and Aboriginal and Torres Strait Islander peoples. For accessibility support during recruitment, contact our People Experience team at
[email protected].
