Client Systems & Experience Manager

About SSI  

Everyone deserves equal opportunity to thrive. At SSI, our people work together to deliver life-changing settlement, employment and human services.  

SSI is a leading, national not-for-profit organisation providing dedicated human and social services to a diverse Australia. With community at the heart of everything we do, our purpose is to create a world in which everyone has access to equal opportunities.  

Our every day is about fostering belonging and creating measurable impact. We are committed to advancing equality through strategic leadership, collaboration, and innovative solutions.  

About the Role  

The Client Systems and Experience Manager will focus on designing, monitoring, and improving the client facing systems (processes, platforms, tools, templates) and service logic for client engagement. This role is a part of the Service Design & Innovation team at SSI. They will provide specialist client experience expertise and oversee the strategic management of Organisation-wide and Division-wide initiatives that ensure services are shaped around the needs, preferences, and lived experiences of clients.

Key responsibilities include: 

• Develop and implement plans to enhance client systems and overall experience.
• Collaborate with internal teams, especially Service Delivery and NSI, to assess needs, triage clients, improve service quality, and streamline referral pathways, aligning with the Client First Model and organisational goals.
• Lead consultations, coaching, and working groups on Client Systems & Experience initiatives.
• Support change management efforts for new client experience systems, including stakeholder engagement, training, and communications.
• Contribute to business cases and tenders with current Client Systems & Experience insights.
• Utilize customer insights, client feedback, and industry benchmarks to drive continuous improvement.
• Provide strategic guidance on digital client platforms and self-service technologies, ensuring alignment with organisational standards and client-first principles.
• Partner with the Insights & Analytics team to deliver qualitative and quantitative client experience insights.
• Design Human-Centered Design artefacts (journey maps, service blueprints, personas, experience maps) to support program improvements.
• Develop tools and templates to enable non-core programs to implement Client First Model frameworks independently.
• Maintain a central, up-to-date repository of client experience tools, frameworks, and artefacts.
• Continuously evaluate and innovate client experience systems, applying best practices.
• Establish and monitor metrics to measure the impact of Client Systems & Experience initiatives on client outcomes and service delivery.
• Develop and maintain strong positive relationships with a wide variety of internal and external stakeholders and partners to ensure effective delivery of services and ongoing support.
• Manage scope, budgets, change management and learning and development components of Client Experience projects.

About You  

• Demonstrated expertise in Client Experience (CX), including client journey mapping within complex systems and change environments.
• Strong understanding of client-facing systems such as CRMs, digital portals, and communication platforms (inbound/outbound).
• Proven facilitation skills to lead effective consultations, workshops, and cross-functional working groups.
• Ability to leverage client insights and feedback to inform strategies and measure the impact of CX initiatives.
• Excellent written and verbal communication skills, with the ability to convey complex concepts in a clear, engaging manner.
• Experience in project management, including agile practices, test-and-learn approaches, and rapid prototyping.
• Strong relationship-building skills, with the ability to work collaboratively with a diverse range of stakeholders, including frontline staff, service providers, and leadership teams.
• Experience in professional development and capacity building in multi-disciplinary, cross-location teams.
• Comfortable working in a fast-paced, dynamic environment with shifting priorities and time-sensitive demands.

Qualifications & Experience 

Formal training or certification in relevant methodologies

• Client Experience Design, Project Management (e.g. Agile, Lean, Design Thinking, PRINCE2, Human-Centred Design) is preferred. Change Management

Why Join Us?  

• Be part of an organization committed to equality, social impact.  

• Lead SSI’s expansion and establishment that will shape our future in WA.  

• Work with passionate, driven colleagues and leaders who value innovation and collaboration.  

• Competitive salary and benefits package.  

• Opportunities for professional growth and development.  

About our Benefits  

• Salary packaging options to receive up to $15,900 of your salary tax-free meaning more take-home pay! (details via AccessPay)  

• Access to in-house training and learning opportunities for professional development and growth.  

• Access to our inhouse wellbeing programs  

• Working alongside professional and dedicated team members all wanting to make a difference in our communities.  

About our Recruitment Process 

SSI Group is strongly committed to actively safeguarding children and young people and providing a safe environment for them to thrive. We ensure children and young people’s safety, and wellbeing is embedded in the everyday thinking and practice of everyone at SSI, whether they interact directly or indirectly with children and young people. All employees will undergo a National Police Clearance and a Working with Children Check as a condition of employment.  

To Apply 

We look forward to receiving your resume and cover letter, explaining your interest and suitability for this role. Applications without cover letters will not be considered. 

Applications close July 27, 2025 

SSI is a Disability Confident Recruiter, and our Talent Acquisition team can assist in; providing alternative formats to apply, making adjustments to the recruitment process and offering information about workplace adjustments and support networks. Should you require adjustments please email us at [email protected]. 

 
Applications are shortlisted as they are received. Please apply as soon as possible to be considered. Thank you.