Hiya Health is seeking a full-time Customer Experience Manager to lead the customer experience team and processes, ensuring seamless client onboarding, service coordination and data-driven operational excellence across all centres.

You will be a key leader in driving the Hiya Health vision by ensuring every client's journey from initial enquiry to service delivery and follow up is smooth, compliant, and exceptional.

You will directly support and guide the team of Customer Experience Officers and the Intake & Engagement Coordinator empowering them to provide unparalleled service.

The role may be based at one of Hiya Health’s key office or clinic locations with the need to travel between clinic locations.

About Hiya Health

Hiya Health is a premier destination for health, wellness, and injury management in South East Queensland, featuring therapy and gym equipment and facilities. We are determined to inspire change in our clients every day. We believe a great quality of life is fueled by the ability to function, and our multidisciplinary, integrated care paves the way to smarter health and fitness. We create freedom through exceptional healthcare.

With ten convenient locations across Queensland, we offer a comprehensive range of allied health services including Physiotherapy, Exercise Physiology, Occupational Therapy, Hydrotherapy, Clinical Reformer Pilates, and Dietetics. Our vision is to bring an improved quality of life within reach of everybody through clinical excellence and personalised care.

Your Role & Impact

- Lead & Inspire: Mentor,



upskill and lead Customer Experience Officers and the Intake & Engagement Coordinator to deliver exceptional frontline service.
- Innovate Systems & Solve Problems: Optimise workflows, build new systems, handle complex escalations, partner with tech teams to automate repetitive tasks, and eliminate operational friction.
- Drive Intake & Conversion: Oversee appointment conversions, fill cancellation gaps, and ensure seamless continuity across client care plans.
- Own the Data: Track performance via scorecards and KPIs (conversions, response times, refill rates) to deliver high-level strategic insights directly to the COO.
- Coordinate Operations: Maintain flawless client records, support billing across diverse funding models, and uphold high compliance standards.
- The ability to work across Customer Experience and Administration areas while maintaining a small clinical caseload or practicing clinically will be highly regarded.

What You Bring

- Proven Leader: 3+ years leading customer-focused service teams with energy and empathy.
- Solutions-Driven Systems Thinker: Expert at diagnosing bottlenecks, delivering practical answers, and driving continuous improvement.
- Analytical & Organised: Data-smart and highly structured, with strong proficiency in client management software, productivity tools, and reporting dashboards.
- People-First Mindset: Agile, collaborative, approachable, and dedicated to achieving positive client outcomes.
- Compliance Ready: Holds (or can obtain) a National Police Clearance, Blue Card, and NDIS Worker Screening Card.

Ready to lead the experience and create freedom through exceptional healthcare? Apply now!

📌 Allied Health Customer Experience Manager (Brisbane)
🏢 Hiya Health
📍 Brisbane