Consumer Experience and Engagement Manager

This permanent full-time role combines strategic consumer experience leadership with privacy management responsibilities, offering the opportunity to shape how we serve our community.

About the Role

As our Consumer Experience and Engagement Manager, you'll lead the implementation of our Partnering with Consumers Framework while serving as our Privacy Officer. You'll enhance consumer experience across all touchpoints, ensuring voices are heard and embedded in service design and delivery. This role directly contributes to our strategic pillar of responding to community needs and expectations.

Key Responsibilities

• Implement and advance the Partnering with Consumers Framework across all organisational levels
• Develop consumer centred strategies that align with organisational values and structure
• Collect and analyse consumer and staff feedback to drive continuous improvement
• Support operational teams in identifying and addressing performance gaps using our improvement methodology
• Facilitate the Consumer Advisory Committee and Centre for Consumer and People Experience
• Manage privacy compliance, information requests, and breach responses as Privacy Officer
• Design and deliver education programs on consumer experience expectations
• Provide independent mediation and complaint review services
• Monitor consumer satisfaction metrics and prepare comprehensive reports for leadership

What We're Looking For

• Bachelor's degree in health services, business, communications, or related field
• Substantial experience in consumer experience management, stakeholder engagement, or quality improvement
• Privacy management experience and understanding of information governance requirements
• Strong analytical skills with ability to interpret data and identify trends
• Project management capabilities including PDSA methodology experience
• Excellent communication and facilitation skills
• Understanding of healthcare regulatory frameworks and quality standards
• Commitment to person centred care and community service values

Why Jewish Care Victoria

Join our mission driven organisation where your expertise will directly improve lives within our community. We offer competitive remuneration, professional development opportunities, and a supportive environment that values innovation and continuous learning.

• Generous not-for-profit salary packaging to increase your take home pay!
• Employee Assistance Program for you and your family
• Staff Referral Bonus Program 
• Career development opportunities
• We want your opinion and your experience. Be heard in your workplace.

If the idea of working with an organisation that values your expertise and has a commitment to the wellbeing of our staff and clients, click APPLY now. A career you love and an organisation that will nurture your career is simply a click away.

 
Jewish Care proudly celebrates and warmly welcomes the rich diversity of our community and strives to be inclusive for all, including the LGBTI+ community.

 Jewish Care acknowledges Aboriginal and Torres Strait Islanders as the Traditional Custodians of the land on which we live and work. Our services and supports are provided on the lands of the Wurundjeri and Boonwurrung people, and we deeply respect and honour their ongoing cultural and spiritual connection to land, waters and community.

Jewish Care is committed to protecting clients and staff members from all forms of harm and abuse. We are a child safe organisation. We require all applicants to undergo an extensive screening process during their recruitment process.