Chief Member Experience Officer - Incolink

• Lead Incolink’s end-to-end member experience strategy
• Build a transparent, compliant and high-performing service model
• Deliver lasting impact for workers, families and the construction industry

Incolink is Australia’s largest provider of severance benefits and income protection for workers in the commercial building and construction industry. Through its employer and union partnership, Incolink provides critical financial protection, health, wellbeing and practical support to members and their families. Incolink is a purpose-led, member-based organisation operating at the intersection of construction, financial services, insurance and worker wellbeing.

The organisation currently has a strong net approval rating and is continuing to strengthen its service model within an increasingly regulated environment. This includes building greater compliance maturity, clearer risk identification, stronger governance, improved claims administration, enhanced contact centre performance, greater service transparency and stronger organisational accountability.

The Opportunity

Incolink is seeking an experienced and purpose-led executive to lead its end-to-end member experience across the business. Reporting to the Chief Executive Officer and joining the Executive Leadership Team, the Chief Member Experience Officer will be the executive owner of Incolink’s member proposition and member experience. The role will connect member insight, service delivery, service standards, communications and the effective management of member-facing offerings. The Chief Member Experience Officer will shape a consistent, accessible and high-performing service model across different business units.

The successful candidate will improve how members experience Incolink across all service channels while ensuring that processes are transparent, consistent, compliant and aligned to member needs. The role will require a careful balance between innovation and control. The Chief Member Officer will improve service delivery and member engagement without compromising compliance, risk management, financial sustainability or Incolink’s important employer–union relationships.

Key Priorities

• Establishing credibility quickly and assessing the current operating environment, service model and member experience.
• Embedding a strong risk and compliance culture across the member-facing organisation.
• Strengthening claims processing, contact center operations, service procedures and member resolution pathways. Also ensuring staff understand and consistently apply minimum regulatory, risk and service standards.
• Improving member journeys, service transparency, accountability and operational consistency.
• Introducing stronger service reporting and dashboards, including visibility of contact center performance, average handling times, service quality and member outcomes.
• Reviewing the effectiveness and relevance of current member-facing services and offerings.
• Using member insight, complaints, feedback and service data to identify opportunities for innovation and improvement.
• Strengthening partner governance and performance across member-facing services. Whilst building the capability, confidence and accountability of employees across a multidisciplinary service environment.
• Developing trusted relationships with union stakeholders while remaining neutral, credible and balanced across employer and employee interests.
• Establishing clear interfaces with the CEO and other executives across operations, risk, compliance, communications and stakeholder engagement.
• Supporting a culture of accountability, continuous improvement and high-quality service delivery.

This is a rare opportunity to shape the member experience strategy of a member-led organisation with a direct and lasting impact on Australia’s construction industry. You will influence how workers and employers access financial protection, health, wellbeing and practical support throughout their working lives, while helping strengthen the resilience of the broader industry.

With responsibility across member services, operations, health and wellbeing, industry engagement and partner-delivered services, the role offers the opportunity to create a more connected, accessible and contemporary member experience at scale. It is a highly visible executive leadership position for someone motivated by purpose, meaningful transformation and the opportunity to deliver measurable value to members, their families and industry stakeholders.

To view the Success Profile for this opportunity, please copy and paste the following link into your browser: https://tinyurl.com/mv4v5r92

To apply, please click ‘apply now’ and upload your CV and Cover Letter. For any questions not outlined in the PD and for a confidential discussion, please contact Anthony Grey at 0403 310 566 or Richard van Ark at 0412 831 614. Davidson acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do. Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.

Applications close on 23^rd October 2026 5pm.