HammondCare provides expert aged care, home care, dementia care and palliative care for older people, regardless of circumstances, beliefs, background or financial situation. We are led by our not-for-profit, Christian foundations and backed by research and clinical expertise.   When it comes to our people – those we serve and those who serve – we are committed to inclusion across race, culture, ethnicity, gender, sex, sexuality, religion and ability. In our innovative residences, our hospitals, or in client homes, we aim to set the global standard of relationship-based care for older people with complex needs.   We’ve been caring for people for over 90 years – so, if you love to care, join us, and make a career move that matters.   It's not just care, it's HammondCare.   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 access to independent counselling support for employees and families  Health & Wellbeing programmes  Reward & Recognition programmes  Referral bonuses  Career and professional development opportunities  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 permanent full-time position 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, systems or behaviours that cause consumer dissatisfaction where any issues are identified.   How you’ll make an impact In collaboration with the Head of Consumer Experience develop implementation plans that deliver improved 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, educate and engage with internal and external stakeholders to deliver the business unit, marketing and organisational goals. Lead and manage any team members or project teams to achieve their performance targets. Contribute to and uphold the reputation of the marketing and consumer experience team as a knowledgeable, collaborative and highly valued business partner. About 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.  NB: At HammondCare the position title is Consumer Experience Specialist, for advertising purposes the title has been changed to Customer Experience Specialist Make a difference every day to the lives of older Australians in need by joining the team at HammondCare. We provide expert aged care, home care, dementia care and palliative care for older people, regardless of circumstances, beliefs, background or financial situation, led by our not-for-profit, Christian foundations and backed by research and clinical expertise. We’ve been caring for people for over 90 years, recruiting and developing passionate team members who can support older people through some of life’s most difficult circumstances. Whether it’s in our innovative residences, our hospitals, or at home, from the most complex situations to just offering a little help, we bring the same skill, experience and compassion to all we do. It's not just care, it's HammondCare. We recognise and celebrate individuals who go above and beyond in their work. Our Mission in Action Awards honour outstanding contributions, while our Service Awards acknowledge the dedication of employees who have been with us for many years. Frontline team members benefit from training in our industry-leading care model, as well as specialised courses in dementia and palliative care. We also offer generous scholarships for higher education, along with programs designed to develop leadership and management skills. Plus, enjoy a $1,000 bonus for successful employee referrals. As a registered charity, we offer salary packaging that allows you to have up to $15,900 of your income tax free, along with the ability to spend up to $2,650 on accommodation, meals, and entertainment, all tax free. Pay less tax on your income and increase your take-home pay with these fantastic benefits! Enhance your wellbeing with Fitness Passport, offering discounted access for you and your family to local gyms, pools, and fitness centres. When you need additional support, our Employee Assistance Program provides free, confidential counselling sessions, ensuring you have the resources to thrive.

Customer Experience Specialist.

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