Member Experience Manager

Job Description

This transformational leadership role will drive operational change inspiring member-facing leaders to deliver exceptional experiences to workers and employer members in LeavePlus. Now is the time to build your career in LeavePlus, as we embark on the transformational process to become the leading digital regulator and administrator of an employee entitlement scheme. We’re dedicated to empowering our workforce through continuous learning and professional development, recognizing that they are the driving force behind our transformative initiatives. Play a pivotal role in shaping our future as critical thinkers, innovators, and modern regulators. Job Description This newly created Member Experience Manager role sits in the Product and Experience team reporting to the Chief Product and Experience Manager. You will be familiar with driving wide-scale change initiatives in a cross-functional team environment using your superior people management skills and tapping into your innovative ideas to affect future change and improvements. Key Responsibilities: Member support: Resolve member issues and escalate technical problems to the Technology and Innovation team for timely resolution. Platform optimisation: Collaborate with Product and Technology teams to ensure the platform is intuitive, accessible, and relevant for all member groups. Ease of compliance: Develop initiatives to help members meet registration and compliance requirements with minimal friction. Cross-Functional collaboration: Align with cross-functional teams on communications and engagement initiatives for a cohesive member journey. Continuous improvement: Use member feedback to refine the platform, support processes, and communications. Education and empowerment: Create resources and strategies to educate and empower members to fully utilize the platform. Leadership: Lead according to leadership expectations and model LeavePlus values. Supervision: Operate under the CPXO’s direction, supervising 3 direct reports and potentially other staff or external resources. Administrative duties: Perform day-to-day administrative tasks and assist with other duties as needed. Desired Skills and Experience Skills Required: Proven ability to be goal oriented while developing, mentoring and managing teams. Demonstrated success utilising digital platforms and AI tools to streamline processes and improve service delivery. Familiar with gathering, interpreting, and translating member insights into actionable improvements. Expertise in leading operational and cultural change within multi-disciplinary teams. Experience in developing and implementing member experience strategies that align with organizational goals. Skilled at identifying and addressing challenges within a regulated framework, ensuring member satisfaction and compliance. Well-developed verbal, listening, comprehension, and written communication skills. Qualifications: Bachelor's degree in Business, Marketing, or a relevant field. Certifications in Customer Experience Management or Customer Success (e.g., Certified Customer Success Manager, CCSM) are advantageous. Minimum of 5 years’ experience managing multi-disciplinary teams, ideally in a regulated customer engagement, contact centre, or product environment, with a focus on optimising the experience for varied customer groups. Join Our Team: If you are energised by driving transformational change which enhances the overall member experience then this role is for you. You will be excited to collaborate with innovative and empowered teams in an organisation informed by member insights. You will be familiar with making impactful data driven strategic decisions while being a passionate advocate for our members. Application Process: To apply, please submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application and potentially welcoming you to our team at LeavePlus. Please note that employment at LeavePlus is conditional upon the satisfactory completion of a National Police Check. Applications are open to those with full working rights in Australia. LeavePlus is proud to be an Equal Employment Opportunity Employer. #J-18808-Ljbffr