Customer Experience Specialist

About the role

The Customer Experience Specialist will report to the Head of Consumer Experience and lead consumer‑centric projects that improve and measure the experience across HammondCare services. This permanent full‑time position is based in St Leonards with hybrid working options.

Key responsibilities

• Scope, plan and implement CX projects, embedding organisational, system and process changes.
• Map consumer journeys using data from multiple systems and drive continual improvement programmes.
• Manage Voice of Customer surveys, Net Promoter Scores and feedback tools, reporting trends and insights.
• Collaborate with consumer‑facing teams to identify and resolve issues that cause dissatisfaction.

Required profile

• Minimum 3 years’ experience in a similar CX role developing and implementing consumer‑experience projects.
• Strategic thinker and problem‑solver with strong stakeholder management across all organisational levels.
• Commitment to HammondCare’s Christian mission and inclusive values.

Required skills

• Experience with CRM platforms – preferably Salesforce or HubSpot.
• Ability to analyse data and feedback to generate actionable insights.

What we offer

• 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 hybrid working arrangements.
• Discounts on everyday products, healthcare memberships and fitness centres.
• Free independent counselling support for employees and families.
• Reward, recognition and referral bonus programmes.
• Career and professional development opportunities.