Customer Experience Insights Lead – 6 month contractAvant supports doctors so they can focus on what matters most: caring for Australia's diverse communities.
We're building a step change in how we understand and improve the experience of our Medical Indemnity members, and we're looking for a MX Measurement Lead to help make it happen.This is a rare chance to build a measurement capability from the ground up, partnering directly with an external specialist vendor to co-design a service measurement framework, then owning its rollout and evolution across the business.
You'll set the standard for how Avant measures, monitors, and acts on member experience data, and build the internal capability to sustain it long after the vendor engagement ends.What you'll be doingActing as Avant's primary counterpart to our measurement framework vendor, co-designing outputs, reviewing deliverables, and holding the vendor to account for quality and genuine capability transferHelping build a multi-level KPI hierarchy (L1 to L3) in partnership with journey owners, embedded into how we report and operate day to dayOwning the measurement blueprint, including metric definitions, calculation logic, data source mapping, scoring, and baselines, and extending it beyond Medical Indemnity to our other member journeysDesigning and validating journey scorecards, including the MI Exceptional Service Scorecard, and embedding them into service governance forumsDriving dashboard design requirements and validating outputs for the Engage journey, with an eye to scaling the approach across all member journeysDefining CX governance structures, including roles, accountabilities, and RACI,



across business, data, and technology teamsBuilding measurement literacy and confidence across the business, so teams can use the data with confidence, not just receive itLeading the sequenced rollout of dashboards and reporting tools across remaining journeys, in step with broader delivery prioritiesGrowing the team's in-house capability in measurement design, KPI development, and performance reportingWhat you'll bring5+ years' experience in CX measurement, analytics, or service performance measurement, including 2+ years at a senior specialist or lead levelStrong data visualisation and dashboard design skillsConfidence managing and constructively challenging external vendors, including scope, methodology, and deliverable qualityThe ability to translate complex, technical concepts for both operational teams and executive stakeholdersFamiliarity with platforms such as D365, CXOne, InMoment, or similarA track record of embedding new skills and ways of working into a teamA relevant degree (data science, statistics, commerce, business analytics, or similar); postgraduate study in CX, analytics, or measurement is a plus, not a mustWhy this roleYou'll have no direct reports, but real influence, shaping how an entire organisation understands and acts on member experience.
You'll work closely with journey owners, service designers, data and analytics teams, and technology partners, reporting to the Head of Strategy & Member Experience.If you like the idea of building something from first principles (a framework, a capability, a way of working) rather than maintaining someone else's, this is that role.
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📌 Customer Experience Insights Lead – 6 Month Contract (Brisbane)
🏢 Avant Mutual Group
📍 Brisbane