HCF - Details - Digital Experience Operations Lead
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Digital Experience Operations Lead

Apply Now Job no: 500918
Work type: Fixed Term Full Time
Location: Sydney CBD

Digital Experience Operations Lead
12 month fixed term contract
Flexible Working Environment

About HCF

As Australia’s largest not-for-profit health insurer, HCF is committed to Uncommon Care. Uncommon Care means putting people before profit and going the extra mile to create outstanding member experiences.

Our mission is to bring a human touch to the health care system. We are committed to making the healthcare system understandable, affordable, and high quality for Australians. We are more than a health insurer and are innovating the ways members can protect their health.

To enable our Uncommon Care promise to our members, employees, and partners, and building upon our world-class technology platforms, we are reimagining our offering and capability with a member first approach.

About the Role 

The Digital Experience Operations Lead is key to HCF’s experience transformation and has a dual focus. A focus on driving HCF’s digital experience operations and production strategy, and a focus on developing capability and best in class digital practices for HCF.

Reporting to the General Manager, Digital, this role is to lead and manage a small team of digital producers to manage and operate HCF’s digital experience while ensuring operational efficiency and best in class digital solutions. The Digital Experience Operations Lead will work cross-functionally and collaborate closely with Brand, Content, Marketing, Experience, Digital Product and IT teams to prioritise, manage and execute our backlog of experience focused initiatives to deliver a meaningful and connected experience across sales and service channels.

As a lead role within the Digital team, you will be responsible for growing a first-class digital production team.

Other key responsibilities include:

  • Single point of engagement and escalation for digital experience operations issues
  • Proactive monitoring and measurement of digital experience to ensure timely diagnosis of digital performance, experience, incidents or near-misses, risks, and compliance issues
  • Timely reporting and measurement of key digital experience performance measures across sales and service including – audience visitation, utilisation, sales, and conversion rates for key actions.
  • End to end accountability for digital experience operations and production strategy including roadmap of continuous improvements and production efficiencies
  • Collaborate with business, digital product and IT stakeholders to ensure digital experience initiatives and requirements are delivered to a high quality and in a timely manner
  • Prioritise, communicate and manage experience operations backlog and improvements by balancing needs of our customers with business outcomes
  • Project management of digital experience projects to enable business initiatives including, Growth and Member Campaigns, Offers, Service updates, Enterprise Projects
  • Collaborate with business and strategy owners to provide digital solutions that put customers and members first

About You

  • 5+ year’s experience leading and growing a high-performance digital production or operations team in corporate agile environment
  • 7+ years digital operations or production experience configuring and maintaining content, products, services and campaigns for a consumer facing corporate website and app in a regulated industry using enterprise level CMS, Martech, Data Collection and Management, Analytics, Conversational AI, eCommerce and mobile
  • Strong project management skills focussing on time management, roles and responsibilities, communication, quality control and risk management
  • Proven digital mindset focused on Human Centred Design (HCD) approach ensuring the right solution for our members is executed aligned to best practice
  • Experience in leading quality assurance, user acceptance testing execution and resolution processes
  • Ability to create deep customer and member insights and turn into actions that create new growth opportunities or solve problem 
  • Working knowledge of HTML, CSS, and JavaScript development and constraints
  • Working knowledge of SEO, Mobile and Social practices


Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your wellbeing journey, so that you can be at your best.   

We’re all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.

Come and join our HCF team!


  • Up to 50% discount on health cover, pet & travel insurance
  • Family & Friends day
  • Organisational wide Recognition & Rewards program
  • Generous Parental Leave Scheme
  • Health & Wellbeing Initiatives
  • Extensive learning and development opportunities including access to Linkedin Learning

Apply now to be considered!

Please check out our website at https://www.hcf.com.au/about-us/careers

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