Head of Experiences
Hybrid · Melbourne, Victoria, Australia
Job Summary
Head of Experiences leads the design, delivery, and continuous improvement of the LIVs end-to-end member and customer experience across career stages, regions, and practice contexts. This role oversees member services, community referrals, engagement programs, event delivery, library, book shop and facilities, and works with growth, content, channels, and learning as well as the Policy, Advocacy and Standards portfolio to ensure high-quality, seamless support that strengthens members’ connection to the association and the profession. Responsible for end-to-end member lifecycle experience from student to senior practitioner, embedding member-centric thinking into programs (CPD, ethics, wellbeing, practice management and community engagement), and leading the member service function including contact centres, membership operations, onboarding, and renewal processes. Aims to minimize friction and maximize value across all touchpoints and interactions.
Required Qualifications
- 7–10+ years in member or customer experience, service design, engagement, or operations
- Experience in a professional association, legal organisation, or regulated membership environment (highly desirable)
- Proven success in improving service quality, member satisfaction, and engagement performance
- Tertiary qualifications in business, law, management, service design, or a related discipline
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