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
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)
✔ 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
