Appointing a Director of Customer Experience to a leading mental health organisation | Future Leadership

Case Study – Social Impact: Director of Customer Experience

Scaling Growth for a National Mental Health Provider

The Client

The organisation has been providing support and services to the Australian community for 20 years. As one of Australia’s most well-known and visited mental health organisations, the team focus on supporting people affected by anxiety, depression and suicide. The defining events of 2020 have required an innovative and agile response to the needs of the communities it serves. Talent strategy and digital strategy led to the organisation reaching out to trusted partner, Fisher Leadership Executive Search.

Collaboration

Fisher Leadership has been pleased to have had the opportunity to partner with our client on numerous senior appointment processes, including the transformation of the organisational structure in 2020. We understand the culture, ethos and aspirations of the organisation and have represented these to a broad audience globally.  Fisher Leadership was engaged to undertake a search for a Director of Customer Experience, with the current incumbent resigning.

The role is focussed on leading the operations and community outcomes of a Community Insights and Innovation Centre of Excellence. The CX role supports the client to improve every person’s, organisation’s and community’s connection and experience with the organisation, through the capturing and analysis of community insights, user-centred design, and digital, marketing and brand strategies. The CoE partners with all lines of business to incubate and accelerate new ideas, opportunities and best-in-class products and services for the community.

Solution

An initial briefing was attended by Kate Wheeler, Partner at Fisher Leadership with the CEO to identify the specific nuances of the position scope and responsibilities and the desired profile of the successful appointee.

An online advertising campaign was undertaken along with our extensive candidate database.

A longlist of 10 potential candidates was presented to the Selection Panel.  Six (6) candidates were selected for interview, of which three were invited for a second round interview.

Impact

The successful candidate was appointed and commenced August 2022. They immediately began supporting the development and implementation of the client’s CX strategy, toolkit and roadmap. The delivery of the CX Strategy will be critical in delivering the improvement of experiences, systems, processes, culture and capability resulting in high impact improvements to overall service delivery and customer experience for the community. The appointed leader is responsible for the overarching strategic view of CX benchmarking across the product, service and people ecosystem, working with a range of teams across the organisation.


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