THE ROLE
As the Customer Experience Lead, you will lead a team of customer‑facing staff who support people accessing LiveUp, iLA’s innovative online healthy ageing initiative.
In this role, you will:
- Lead, mentor, and develop a small customer service team to deliver high‑quality information, advice and assistance.
- Refine and strengthen the service delivery framework using user‑centred principles.
- Work closely with customers to conduct market research, codesign, and feedback cycles.
- Apply insights to drive continuous improvement and ensure inclusive, accessible and satisfying customer experiences.
- Collaborate across iLA to ensure service excellence and operational consistency.
- Contribute to digital enhancements and technical solutions that elevate the customer journey.
This is an opportunity to influence how thousands of Australians engage with ageing and wellbeing options, while supporting a purpose‑driven and values‑based organisation.
THE CANDIDATE
You are a people‑centred leader with a passion for customer experience and service design. You thrive in collaborative environments and enjoy empowering teams to deliver their best.
You will bring:
- Experience leading a customer service, contact centre, or customer‑facing team.
- Strong understanding of user‑centred design, service design or customer journey mapping.
- Ability to analyse customer insights and translate them into practical improvements.
- Excellent communication and relationship‑building skills.
- A commitment to continuous improvement and inclusive practice.
- Strong organisational skills and the ability to manage competing priorities.
- Alignment with iLA’s values: Passion, Integrity, Embracing, Authentic.
Experience in aged care, disability, health, wellbeing, digital services, or community‑focused sectors is highly regarded.
WE OFFER
At iLA, you’ll be part of a supportive, diverse and motivated team that values your contribution. We offer:
- Meaningful work that genuinely makes a difference in people’s lives.
- Professional development plans and ongoing training.
- Generous salary packaging benefits (up to $18,549 tax‑free, including relocation packaging for eligible staff).
- Work–life balance, including an additional 3.5 days leave (pro‑rata) and the option to purchase extra leave.
- Some flexible working arrangements, including the ability to work from home.
- Employee Assistance Program for you and your immediate family.
- Health & Wellbeing program, including free flu vaccinations.
- A warm, values‑based culture where we prioritise inclusion and belonging.
TO APPLY
Customer Experience Lead Job in East Perth, Perth WA - SEEK: Opens in new window
Register your interest today by submitting your curriculum vitae and a cover letter, addressing how you meet the work-related requirements (in no more than 2 pages).
Applications close: COB Monday February 23
We reserve the right to commence interviewing before the closing date
If you wish to discuss the position, please contact, Liberty Cramer at liberty.cramer@ilaustralia.org.au
Only those with the right to live & work in Australia need apply.
No agency applications at this time.
We thank all candidates for their interest; however, only shortlisted candidates will be contacted.
Mission: We strive towards our mission of a community in which all abilities are valued, where people have the knowledge, tools, and confidence to participate.
Values: Passion, Integrity, Embracing, Authentic
We value our people at ILA and strive to have a positive and adaptive culture, one that aligns with our values; so cultural fit is just as important to us as qualifications, technical skill and experience.
We promote and support diversity and inclusion in our workplace. If you require any additional support during the recruitment/interview phase, please contact hr@ilaustralia.org.au: Opens in new window