Customer Experience Coach

Job Reference: 19062 

Why You Will Be Excited About This Role

At Healius, we all have one thing in common: we are passionate about making a difference to the health of Australians. And right now, there’s never been a more exciting time to join us. As we continue our transformation into a stronger, more agile organisation, we are focused on delivering excellent customer and patient experiences, smarter ways of working, and providing a great place to work.

Within our Customer & Commercial division, the Customer Experience Operations (CXO) function plays a vital role in shaping how customers experience Healius and our brands. As we uplift our service model, strengthen national consistency and support a modernised operational environment, capability has become one of our key priorities.

Reporting to the CX Capability Manager, you will help enable a high‑performing CXO workforce across all operational locations. You’ll lead initiatives that elevate customer experience, strengthen leadership and teamwork, embed new processes and ways of working, and grow a learning‑centred, customer‑first culture. This is an opportunity to drive capability uplift, influence change and contribute to our operational transformation. If you’re passionate about helping teams create meaningful, lasting impact, this role offers an exciting opportunity to shape the future of CX at Healius.

About Us

Healius has an expansive network of over 80 medical laboratories and 2,000 patient collection centres operating across metropolitan, regional and remote Australia.

We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities.

This means that you will be working in a business large enough to offer job stability and security, interstate mobility, and opportunities to fulfil your career ambitions.

What You Will Be Doing

As the Customer Experience Coach, you will play a pivotal role in building a confident, capable and high‑performing CXO workforce. You will lead the design and delivery of learning, coaching, quality and change initiatives that strengthen customer experience, uplift operational standards and support consistent service delivery across all locations.

Key responsibilities:

• Lead innovative approaches to capability development, learning design and process improvement across the CXO.
• Oversee and facilitate the CXO onboarding and training program to ensure new team members are confident, skilled and culturally aligned.
• Deliver capability uplift through workshops, coaching, structured programs and on‑the‑ground training across operational sites.
• Design and deliver capability programs spanning customer experience, leadership, teamwork and operational processes.
• Maintain consistent, high‑quality QA, coaching and calibration practices across distributed teams.
• Guide teams through new processes, systems and service models to ensure confident and consistent adoption.
• Use strong project management to plan, execute and track capability and process improvement initiatives.
• Partner with Customer Success Managers and CXO leaders to support performance, quality, accountability and operational consistency.
• Collaborate across sites to strengthen alignment of culture, service standards and customer experience delivery.
• Build strong relationships and contribute to a culture of customer advocacy, learning and continuous improvement, including peer‑to‑peer capability sharing.

What Type of Person Will Be Successful

To be successful in this role, you will have experience executing capability uplift in a similar environment and understand that collaboration and continuous improvement are central to how teams operate. You’ll bring a resourceful, customer‑centred mindset, with a strong focus on guiding others through change while fostering a culture of learning, teamwork and operational excellence.

You will bring:

• Experience in capability development, L&D or organisational development
• Demonstrated experience in process innovation and design, project management and change leadership
• Experience in instructional and training design, delivery and evaluation
• Strong knowledge of quality assurance frameworks and compliance requirements
• Experience supporting distributed or cross‑functional teams (global experience desirable)
• Ability to travel across operational locations to deliver capability uplift

We believe everyone leads, no matter what role they are in. Our ways of leading are the behaviours that we expect our people to embody and are: Customer Focused, Accountable, Collaborative, Credible & Resourceful.

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Benefits, Perks and Wellbeing

As part of working for Healius, you will have access to a range of benefits & perks including:

• Benefits platform - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
• Fitness Passport – Access top fitness centres & pools across Australia at a subsidised rate.
• Corporate health insurance discounts, banking benefits and novated leasing salary packaging.
• Career growth and development opportunities with access to a comprehensive library of online courses and learning paths via our e-learning platform.
• Confidential health and well-being support through our Employee Assistance Program, available to all employees and their family members.

Our Commitment to Diversity And Inclusion

Laverty Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

Healius is a part of the Commonwealth Government's Veteran Employment Committment (VEC) and has been recognised as a Veteran Employment Supporter. Veterans and candidates with Australian Defence Force (ADF) experience are encouraged to apply.

How To Apply

Please click the ‘Apply Now’ button to complete the pre-screening questions and submit your application.

If you would like further details please email careers@healius.com.au.
See more of our jobs at www.healiuscareers.com and follow us on LinkedIn.

Healius is committed to responding to every applicant.