Transformation Lead – Customer/Member Experience & Growth

The Royal Australasian College of Surgeons (RACS) is a member-based not-for-profit supporting over 8,600 surgeons and 1,300 trainees and Specialist International Medical Graduates across Australia and Aotearoa New Zealand. We advocate for excellence in surgical care, deliver world-class education and training, invest in research, and partner across the Asia-Pacific to strengthen local surgical services. Learn more at surgeons.org.

About the role

This 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 engagement.

You 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 engagement.
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 experience.

The role is a full time, 12-month maximum term contract and can be based in Melbourne, Sydney, Brisbane or Adelaide.

Download Position Description

About the team

Reporting 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 stakeholders.

About you

You are an experienced senior leader who understands the full customer or member lifecycle and knows how to create high value experiences.

You 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 solutions.
Experience 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.

Your experience with us  
We’re committed to creating a workplace where our people feel supported, valued, and able to do their best work. We invest in your wellbeing, professional growth and work life balance. Our benefits reflect our dedication to a positive, safe and inclusive culture.
Key benefits include:

• Competitive remuneration + salary packaging up to $15,900 each FBT year and novated car leasing.
• Hybrid working arrangements that support flexibility + starter equipment allowance
• Generous leave options including volunteer leave, paid parental leave and the ability to purchase up to two weeks of additional leave
• Access to a wellbeing app and annual reimbursement to support your physical and mental wellbeing
• Gifted leave over the Christmas/New Year period
• Support for you and your family including counselling, legal advice, career coaching, financial counselling, and more
• We invest in our people through ongoing access to learning and development to support your professional growth and career goals.

Read more about what we offer you here.

How to apply
Click “Apply” to begin your application. We encourage you to include both your resume and a cover letter. In your cover letter, please highlight your experience that aligns with the key responsibilities outlined in the position description.
Applications are reviewed as they are received, so we encourage you to submit yours as soon as possible. If you have any questions, you’re welcome to contact us at careers@surgeons.org. Please note that we are unable to accept applications via email. 
You will be informed of the outcome of your application in due course.

Everyone is welcome
We’re committed to creating a workplace where everyone feels safe, respected, and valued. We are committed to supporting diversity and inclusion in our workforce. 
RACS acknowledges Aboriginal and Torres Strait Island people as the Traditional Owners of Country throughout Australia and Māori as the tangata whenua (people of the land) of Aotearoa New Zealand.
We are committed to creating employment opportunities for Aboriginal and Torres Strait Islanders and Māori  and building an environment that is inclusive, culturally safe and appropriate.