Customer Experience Design Manager

• Permanent full time  
• Hybrid work arrangement – based in our office at Macquarie University and work from home 
• Location. Macquarie Park, New South Wales, Australia 

It matters more at Hearing Australia 

Hearing Australia is a trusted leader in our ?eld. Working across the country, we exist to support and empower people through hearing health when and where they need it. 

Your opportunity:

As a Customer Experience Design Manager, you have an amazing opportunity to help us grow our impact and deepen our connection with the communities we serve. If you truly want to empower people to live great lives, and develop valuable and extensive knowledge, skills and experience, this is the place for you. Here’s how you’ll do it: 

• You’ll be responsible for developing large-scale transformation programs, aligning them with the company’s strategic goals and ensuring successful implementation and adoption across all business units. 
• You’ll assist the Head of Customer Experience and Innovation to develop roadmap and strategies to improve business and customer experiences through process re-engineering and identification and implementation of digital solutions. 
• You’ll transform business problems into experience opportunities, ultimately designing, testing and launching solutions. 
• You’ll develop proof of concepts, prototypes or pilot versions of solutions and test them in a controlled environment.  
• You’ll work with operations and head office functions to ensure team members are working collaboratively, applying CX design principles. 

What you’ll bring: 

• 5 years+ experience in Customer Experience 
• A track record of applying insights, CX and human-centred design principles, to deliver initiatives that generate customer and business value. 
• Experience in engaging, leading, and building organisational capabilities in at least one of the areas of human-centred design, design thinking, process re-engineering, agile methodology. 
• Excellent written and verbal communication skills.  
• Ability to mentor and coach junior team members, including new entrants to CX Design. 
• A proven history in delivering initiatives within a large corporate or government organisations, or in a management consultancy firm with complex stakeholder requirements.   

What matters most? Your drive to help anyone and everyone who needs us. And you’ll see your role as a real responsibility and an incredible opportunity to make an impact on lives across the country. 

Why Hearing Australia? 

There’s so much to love about a role with us. But our people say there’s three things that set us and their careers apart. They’re about: 

• How we do what we do: Our vision is to deliver the best hearing solutions for anyone, any time, anywhere. At Hearing Australia, you’ll know you’re making a contribution that really means something 
• Who we work with: Here, you’ll support and empower clients of all backgrounds. That’s what drives our teams and what makes them so special 
• Where we’re going next: As our industry evolves, we’re committed to learning and improving what we do and how we do it, and building an organisation where everyone can thrive 

What does that mean for you? 

As a Customer Experience Design Manager, you’ll know that every day, your work is helping children and adults who need us. Just ask Sandeep, one of our IT professionals about why they choose to work with us: 

“The work we do in helping people hear sound again and for the very first time is quite inspirational. Everything we do here is purpose-driven.” 

You’ll also enjoy a range of bene?ts, including: 

• 15.4% Superannuation  
• Flexible work arrangement opportunities to support work, personal and family commitments 
• Attractive employee benefits (salary sacrifice superannuation, HCF private health cover discount, well-being programs, salary packaging, discounts across an exciting range of retailers) 
• Paid parental leave 

Let’s create the gold standard of hearing care

We will require the successful candidate to be willing to have a Police Check conducted (we pay), a current driver’s licence and must have rights to work in Australia.

Hearing Australia is an Equal Opportunity Employer and embraced diversity, equity and inclusion. We are passionate about building a diverse and inclusive culture from within.

We encourage Aboriginal and Torres Strait Islander peoples and applicants from different cultures who are bilingual to apply.

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.