Shape how participant voice drives one of Australia's most significant public sector reforms
Lead a newly established Division at the forefront of organisational improvement
Locations: Geelong, Melbourne, Sydney or Canberra
The National Disability Insurance Agency (NDIA) is the independent statutory agency responsible for implementing the world-leading National Disability Insurance Scheme (NDIS), supporting eligible Australians with permanent and significant disability. After more than a decade of operation, the NDIS is in a major period of change, with a focus on improving participant experience, strengthening integrity and ensuring long-term financial sustainability.
The opportunity: This is a unique opportunity to establish and lead a newly evolved Division that sits at the heart of how the NDIA listens, learns and improves. As General Manager, Engagement and Improvement, you will provide strategic leadership for an enterprise function responsible for ensuring participant and stakeholder experiences directly influence policy, service delivery and organisational performance across the Agency.
Reporting to the Deputy Chief Executive Officer, Participant Experience and Service Design, you will bring together participant engagement, complaints, critical incidents and practice improvement into a single integrated function. Working closely with the Agency's Executive Leadership Team, you will identify systemic issues, connect diverse sources of insight and translate evidence into practical improvements that strengthen participant outcomes and organisational performance.




You will establish the strategic direction and operating model for this newly formed Division, building trusted relationships across government, the disability sector, advocacy organisations and participant communities. Operating in a highly scrutinised workplace, you will influence enterprise-wide change by ensuring participant voice is embedded in decision-making and continuous improvement across the NDIA.
The ideal candidate: You are an established senior executive with a reputation for leading organisational improvement, participant or customer experience, engagement, complaints, quality assurance or service improvement within complex government environments. You demonstrate exceptional judgement and analytical capability, bringing together participant feedback, administrative data and operational insight to identify systemic issues, influence strategic decision-making and drive meaningful organisational improvement.
As a leader, you model resilience and foster collaboration, accountability and continuous improvement. You build trusted relationships across organisational boundaries and inspire confidence through evidence-informed leadership, sound judgement and a genuine commitment to participant-centred practice. Most importantly, you are motivated by improving outcomes for Australians with disability and ensuring participant's voices remains at the centre of how the NDIA learns, improves and delivers outcomes.
Applicants must be Australian citizens, and the successful candidate must obtain and maintain an Australian Government security clearance at the Negative Vetting 1 level.
Closing date: Sunday 23 August ****
#J-*****-Ljbffr

📌 General Manager, Engagement And Improvement (Ses Band 2), Ndia (Bathurst)
🏢 The Mandarin
📍 Bathurst