Brisbane or Sydney | Full time, Permanent

Help Shape the Future of Consumer Experience at Diabetes Australia!

This is more than a reporting role.

You'll ask great questions, challenge assumptions and can confidently translate numbers into stories that drive action.

At Diabetes Australia, we're building a brand-new Consumer Experience (CX) Centre of Excellence, and we're looking for an exceptional CX Performance Manager to help drive it forward.

As a newly created position, you'll play a pivotal role in transforming how we use data, insights and performance intelligence to improve outcomes for the thousands of Australians who rely on our services every day. You'll work closely with senior leaders to turn information into action, helping shape strategy, improve customer experiences and drive operational excellence across a diverse portfolio of programs and services.

If you love uncovering insights, influencing decision-making, building performance frameworks and making a genuine impact through data, we'd love to hear from you.

Why Join Us?

At Diabetes Australia, our vision is a future where every person living with, or at risk of, diabetes can thrive.

As Australia's national peak body for diabetes, we support millions of Australians through education, advocacy, prevention programs, health services and community support initiatives. Every day, our work helps improve lives, influence change and create healthier futures.

This is an exciting opportunity to join us during a period of significant growth and transformation as we establish a high-performing Consumer Experience team focused on service excellence, innovation and continuous improvement.

About the Role

Reporting to the National Manager Consumer Experience, you'll be the driving force behind performance governance, forecasting, operational insights and continuous improvement across our CX function.

You'll:

- Design and enhance performance dashboards, KPI frameworks and reporting solutions.
- Turn complex data into clear,



actionable insights that influence decision-making.
- Lead forecasting and demand planning activities across multiple customer channels.
- Identify trends, risks and opportunities to improve performance and customer outcomes.
- Develop productivity and cost-to-serve frameworks that support operational excellence.
- Partner with leaders across Consumer Experience, Workforce Planning and Technology teams.
- Support service optimisation, workforce planning and performance uplift initiatives.
- Present meaningful insights and recommendations to stakeholders at all levels.

About You

You'll be someone who gets excited by data and genuinely enjoys solving problems.

You'll Bring:

- Experience in performance analysis, forecasting, reporting or business intelligence roles.
- Exposure to contact centres, customer service, shared services or operational environments.
- Advanced Excel skills and experience using Power BI, Tableau or similar BI tools.
- Outstanding analytical and problem-solving capability.
- Strong stakeholder engagement and influencing skills.
- The ability to communicate complex information in a simple, meaningful way.
- A proactive mindset with a passion for continuous improvement and innovation.

What's In It for You?

- Newly created role with the opportunity to make your mark
- Join a growing Consumer Experience Centre of Excellence
- Purpose-driven organisation making a genuine difference in the community
- Hybrid work model - work from home/office
- Learning & Development - Access to over 80,000 courses
- Access to generous not-for-profit salary packaging benefits
- Brisbane or Sydney location available

We believe our people are stronger when they reflect the diverse communities we serve. We're committed to creating an inclusive workplace where everyone feels they belong and we warmly encourage applications from Aboriginal and Torres Strait Islander peoples, people living with disability, people from culturally and linguistically diverse backgrounds, LGBTQIA+ individuals, and people of all ages, identities and experiences.

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📌 Consumer Experience Performance Manager (New South Wales)
🏢 Diabetes Australia
📍 New South Wales