About Relationships Australia

Relationships Australia NSW (RANSW) provides a safe, judgement-free environment where individuals, couples and families can address the critical matters impacting their relationships, and their lives.

Our clients are, and always will be, our first priority. This matters more now than ever before. That’s why we are undertaking a major strategy shift to ensure people are at the centre of all we do. This critical new role will embed and cement our ‘customer first’ approach for the future.

Reporting to the CEO you’ll lead three key business areas including Research & Impact, Brand, Marketing & Communications and Practice Quality & Innovation. As part of the senior executive leadership team you’ll act as the chief customer advocate, ensuring that RANSW customers have valuable choices, are empowered to improve their relationship and wellbeing outcomes and represent the vulnerable communities who most need our support.

What you'll do

• Develop and lead the strategic direction for RANSW’s CX ambition to ensure delivery of high value improvements
• Define key financial and operational goals for our CX transformation
• Identify business opportunities through sector and community engagement
• Implement and utilise robust customer research and insight channels across all of RANSW’s business areas, especially those related to service delivery: Operations, PQI, Marketing
• Accountable for Net Promotor Score and other customer service indicators, processes and results, ensuring every aspect of our customer journey meets client expectations
• Champion a strong, recognisable, and dynamic brand uplift that resonates and connects with varied audiences and stakeholders
• Identify and monitor key customer touch points to deliver insights that enable us to offer a unique service proposition to our clients and a competitive sustainable advantage
• Develop strategic approaches to targeting and segmenting audiences, coordinating customer lifecycle campaigns, and helping drive our growth goals with creativity
• Provide proactive leadership to the organisation in relation to a suite of products and services developed and delivered in relation to customer demand, community need, stakeholder requests and on the basis of evidence-based research
• Through the Head of Practice, ensure the highest-quality service delivery standards relating specifically to clinical performance, outcomes, and evaluation across the organisation’s services

What you’ll bring

• 10-15+ years strategy / management experience
• Demonstrated experience in successfully leading change programs to improve the customer experience
• Strong commercial and business development skills
• An ability to develop and implement strategic business plans and turn data into insights
• Strong interpersonal skills with the ability to develop credible and impactful relationships with all stakeholders
• Strong leaderships skills and experience in developing a high performing and multidisciplinary team
• An entrepreneurial spirit with a social heart and outcomes focus
• A track-record in bringing an organisation on the journey of growth and change

Why work with us?

• Make a genuine difference to people, couples and families relationship wellbeing; everyday!
• An opportunity to be a change agent, innovator and drive growth across our organisation
• Work alongside people who truly care about what you achieve together
• We have a strong focus on wellbeing including salary packaging, additional leave days and fitness passport
• We value inclusion and belonging. We want a workforce that is reflective of all the communities we serve
• We are committed to deepening our relationships with Aboriginal and Torres Strait Islander people. Our RAP guides our efforts to build strong relationships, increased employment, and enhanced respect

Next Steps

Interested? Apply today! If you would like more information or have a confidential discussion, please email [email protected] using the subject line: General Manager, Customer Experience enquiry via EthicalJobs.

Authorised workers of RANSW services are required to comply with NSW Health orders, including any applicable mandatory vaccination requirements. Successful candidates will be required to evidence a vaccination certificate or a medical contraindication certificate.