About the role

You will lead a newly established, enterprise-wide growth capability, defining the Guidance and Decision Support strategy and translating the organisation's expertise, education and behavioural insight into scalable experiences that help people take positive action at every stage, from first enquiry through to long-term loyalty. You will own the approach to Client Lifetime Value — identifying the drivers of long-term value and shaping the lifecycle segmentation, next-best-action, trigger-based engagement and contact strategy that lift engagement, product adoption, cross-sell and retention.

Key responsibilities

- Lead a dedicated team to build Guidance and Decision Support at scale

- Define the Guidance and Decision Support strategy

- Translate the organisation's expertise, education and behavioural insight into scalable experiences

- Own the approach to Client Lifetime Value and identify drivers of long-term value

- Shape lifecycle segmentation, next-best-action, trigger-based engagement and contact strategy





- Design prompts and choice architecture that move people past hesitation

- Test what genuinely changes behaviour

- Explore how AI and automation can take guidance further

- Partner with digital, marketing, communications and policy teams to embed guidance across every journey

- Grow Client Lifetime Value across the full client lifecycle

About you

- Significant leadership experience within financial services across customer growth, lifecycle, engagement, guidance or advice

- Track record of strategies that improved both client and commercial outcomes

- Experience designing and scaling lifecycle, personalisation or lifetime value programs

- Understanding of how people really make decisions and how to apply behavioural principles to influence them

- Data, digital and experimentation as everyday tools

- Lead through influence, partnering confidently across product, technology, marketing, service, risk and compliance

📌 Head of Advice and Client Lifetime Value (Melbourne)
🏢 The Executive Chair
📍 Melbourne