Client Experience Lead

Shape how we listen, learn and improve.

Drawing on your experience in aged care, healthcare or quality management, you will strengthen how we understand, measure and improve our client’s experience. As a trusted advocate for clients and their representative’s, you will ensure that their feedback is heard and valued, that is managed within regulatory timeframes and used to drive meaningful improvements.

A key focus of the role will be reviewing and maturing our Client Experience Framework, helping us better understand what quality service looks and feels like for clients, and ensuring we have the right measures, feedback mechanisms and insights to continuously improve.

Working closely with leaders across our business, you will help build a culture where client experience, dignity, choice and person-centred care are at the centre of decision-making.

Your Role 

Shape how we understand, measure and improve the client experience.

Through feedback, complaints, consumer engagement and advocacy, you'll ensure client voices influence decision-making, service improvement and quality outcomes across the organisation.

You will:

• Review and strengthen our Client Experience Framework.
• Lead feedback, complaints and client experience initiatives.
• Turn client feedback into meaningful insights and improvement opportunities.
• Write complaint responses to external agencies.
• Oversee the feedback management process.
• Champion rights-based care, support our Client Advisory Group and consumer engagement activities.
• Provide advice and reporting that helps leaders improve services and client outcomes.
• Ensure feedback and complaint processes align with legislative and regulatory requirements.

About You 

You understand that behind every piece of feedback is a person, and you are passionate about improving their experience and outcomes.

You will bring:

• Qualifications in Health, Nursing, Aged Care, Quality Management or a related discipline.
• Experience in aged care, healthcare, quality or regulated client experience environments.
• Strong knowledge of the Strengthened Aged Care Quality Standards.
• Experience managing feedback, complaints or quality improvement activities.
• The ability to analyse trends, identify opportunities and drive meaningful change.
• Excellent communication skills and the ability to build trusted relationships.
• A collaborative approach and confidence influencing stakeholders at all levels.
• A genuine commitment to client advocacy, continuous improvement and person-centred care.

Your Benefits:

• A 100% work-from-home role
• Genuine flexibility and support from both your leader and team.
• Salary packaging benefits – up to $18,550 tax-free.
• Perkbox – access to 9,000+ discounts on shopping, groceries, travel, fitness, and entertainment.
• Sonder – 24/7 Instant Support and online resources.
• The opportunity to work in a purpose-driven organisation where your work makes a real difference every day

About integratedliving

integratedliving is a not-for-profit in-home aged care provider specialising in support for older Australians in regional and rural communities, supporting people to live independent, active lives through community-based services. The 1,200+ strong workforce of dedicated professionals delivers vital home care, health and wellbeing services to more than 20,000 people across the east-coast of Australia each year.