Head of Advice and Client Lifetime Value

The Executive Chair Pty Ltd - Melbourne VIC

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