About us  

HammondCare is a not-for-profit, values-based organisation that is passionate about improving the quality of life for people in need. As one of Australia’s most innovative health and aged care providers, we aim to set the global standard of relationship-based care for people with complex needs. HammondCare provides care primarily through hospitals, residential care homes and home-based care as well as services for dementia support, community palliative care, rehabilitation, positive aging and older persons’ mental health.   

The opportunity   

The role of Customer Experience Specialist reports to the Head of Consumer Experience and works to scope, plan, implement consumer-centric projects and initiatives and ongoing consumer campaigns that will improve and measure the consumer experience across HammondCare services.

This is a 12-month parental leave contract working on a full-time based at St Leonards, with hybrid working options.  

Key Focus Areas:

• Scope and plan CX projects with the Head of Consumer Experience.
• Develop implementation plans that will embed organisational, system and process changes across HammondCare.
• Map consumer journey, using data across multiple systems, and use these data-driven insights to form the basis for continual improvement programs and larger change projects. 
• Manage and report on Voice of Customer surveys, Net Promoter Scores and consumer feedback tools. Identify key trends and insights to improve consumer experience.
• Championing the consumer by working closely with and investigating working practices in consumer facing teams and helping to adjust and improve processes or behaviours that can improve the overall consumer experience.

What we can offer you  

We care about your wellbeing at HammondCare and as a result offer a wide range of health and lifestyle benefits including:  

• NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit (up to $2,650 tax free) 
• Additional leave purchase options and 14 weeks paid parental leave 
• Flexible working options, including hybrid arrangements 
• Discounts on everyday products and services 
• Discounted healthcare memberships - access to network of fitness centres and pools for employees and families 
• Free independent, confidential counselling services, wellbeing resources and webinars available through our Employee Assistance Program (EAP) for you and your family. 
• Health & Wellbeing programmes 
• Reward & Recognition programmes 
• Referral bonuses 
• Career and professional development opportunities 

 Duties include

• In collaboration with the Head of Consumer Experience develop implementation plans that deliver a unified consumer experience.
• Successfully define, scope and implement projects and continual improvement programs to deliver a unified consumer experience.
• Efficiently manage all assigned consumer experience programmes and activities – on time, to budget with all stakeholders being aware of progress/changes/developments, as appropriate.
• Effectively engaging and collaborating with specialist expertise within the wider HammondCare team and manage any relevant external suppliers to deliver highly impactful integrated solutions.
• Monitor, report and evaluate CX performance metrics, data and insights to support and influence implementation plans, teams and decisions being made.
• Lead, manage and engage with internal and external stakeholders to deliver the business unit, marketing and organisational goals.
• Contribute to and uphold the reputation of the marketing and consumer experience team as a knowledgeable, collaborative and highly valued business partner.

Who are you? 

• Commitment to engage and align with HammondCare’s Christian Mission, Motivation and Mission in Action.
• Minimum 3 years’ experience in a similar role developing and implementing projects and processes that improve consumer experience and gather feedback from consumers for continual improvement.
• A strategic thinker and problem solver, with the practical know-how required to bring plans to life.
• Advocate for the customer and ensuring they are always at the heart of the HammondCare’s activities.
• Ability to write and implement communications that engage readers in customer centric programmes.
• Strong stakeholder management across all levels of the organisation.
• Ability to use data and feedback results to gain valuable insight to plans, programmes of work and ongoing optimisation/improvements.
• Strong communication and presentation skills.
• Strong attention to detail and excellent administrative and computer skills.
• Ability to work independently and as part of a team.
• The ability to listen and articulate issues confidently yet sensitively and influencing others, effectively.

Desirable:   

• Tertiary qualified in Business/Marketing. Post-graduate degree highly regarded
• CRM experience - Salesforce or HubSpot preferred
• Proven abilities in successfully managing and engaging multiple stakeholders to ensure projects are delivered to the highest quality.

If you are ready to make a difference with HammondCare, Apply Now! For any specific queries please contact talent@hammond.com.au. 

Pre- Employment Checks  

All short-listed applicants will be asked to consent to a criminal record check and references. 

HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves.