Transformation Lead – CustomerMember Experience & Growth

About the roleThis is a senior executive level role with a clear focus: to build and deliver a better member experience for RACS. You will take ownership of the end-to-end member journey from joining and onboarding through to engagement retention and long-term value. You will assess our current approach identify opportunities to improve and design and implement a fit for purpose Member Experience and Growth model. You will need to move from diagnosis to design to delivery with clear outcomes and deliverables throughout the 12-month will: Review the current member journey service delivery processes and systems and identify opportunities to improve. Design and implement the future Member Experience and Growth operating model including service standards governance capabilities and team structure. Develop approaches to member acquisition engagement retention and growth including new membership categories and propositions. Establish measures of member experience and service performance including NPS satisfaction engagement and retention. Take ownership of the business use of Microsoft Dynamics CRM using it to better understand members manage relationships and support more personalised services and communications. Simplify processes and administration to make it easier for members to engage with RACS. Build the foundations team capability and governance required for the function to operate effectively into the future. Lead a structured handover into ongoing business ownership at the end of the role will initially have no direct reports. As the future operating model develops teams may transition into the function but this will not happen from the outset. Success will be measured by what you put in place and leave behind a clear operating model capable team service standards CRM foundations and measurable improvements in member role is a full time 12-month maximum term contract and can be based in Melbourne Sydney Brisbane or Position DescriptionAbout the teamReporting directly to the CEO you will work closely with the Executive Leadership Team and across RACS including Fellowship Experience Education Marketing and Communications States and Territories and specialty youYou are an experienced senior leader who understands the full customer or member lifecycle and knows how to create high value will bring: Senior experience transforming or improving a customer client member experience or growth function. Strong understanding of the end-to-end member/customer journey. Commercial experience across acquisition engagement retention segmentation and proposition development. Experience delivering high value service in a relationship led environment. Strong CRM and digital understanding particularly Microsoft Dynamics. Experience measuring customer/member experience and using insight and data to drive improvement. Experience building operating models service standards governance and team capability. Strong stakeholder and influencing skills with the credibility to work at executive and governance level. A practical delivery focused approach you can develop the strategy and then roll up your sleeves and make it happen. The ability to simplify rather than over complicate in professional services professional standards private banking/wealth premium financial services luxury brands loyalty or high value membership environments is highly regarded. Membership experience is valuable but not essential.