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About the Role
Identify member pain points, uncover opportunities for improvement, and turn insights into meaningful change across the business to enhance member experience.
Responsibilities
- Analyse Voice of Customer feedback, research and operational data to identify, prioritise and size member pain points and improvement opportunities.
- Facilitate cross-functional collaboration to investigate root causes, develop solutions and support the delivery of initiatives that improve member experience.
- Partner with teams across HCF to co-design practical, member-centred solutions that balance customer needs, business value and delivery feasibility.
- Track improvement initiatives and analyse operational performance, member experience, retention and engagement insights to inform business decisions.
- Oversee day-to-day Voice of Customer program operations, resolve issues and work with internal teams to continuously enhance feedback processes and reporting.
- Share insights, communicate progress and advocate for improvements that make it easier for members to engage with HCF.
Requirements
- At least four years’ experience in private health insurance, with a focus on process improvement and/or customer or member experience improvement.
- Strong analytical skills, with the ability to interpret data, identify trends and translate insights into actionable recommendations.
- Experience managing multiple initiatives, with strong project management, organisational and prioritisation skills.
- Proven ability to influence stakeholders, build collaborative relationships and achieve outcomes through others.
- Excellent written and verbal communication skills, with confidence presenting insights and recommendations.
- Experience with data visualisation tools such as Tableau.
- A proactive, solutions-focused mindset and a commitment to continuous improvement.
- Commercial acumen
Skills
- Data visualisation tools such as Tableau
- Human-centred design
- Lean
- Six Sigma methodologies
- Agile delivery approaches
- Lean delivery approaches
Location
- HCF
Work Type
- Part-time
- 3 days per week
Education Level
- Relevant tertiary qualification in Business, Analytics, Customer Experience or a related discipline
Benefits
- Flexible working arrangements
- 50% subsidy on HCF hospital and/or extras cover
- Family-friendly certified employer
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
About the Company
- At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric. We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Equal Opportunity
- We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.