CX & Communications Manager

About Lumia Care

Lumia Care is a growing healthcare organisation with a clear purpose: to provide trusted support locally, delivered by the best people.

With services spanning multiple healthcare and community care sectors, Lumia Care is entering an exciting new phase of growth. The business has built strong foundations, developed a talented leadership team, and is now focused on creating a more connected, customer-centric experience across every stage of the customer journey.

As part of this next chapter, Lumia Care is seeking a CX & Communications Manager to lead the evolution of its customer experience, communications and go-to-market capability.

The Opportunity

This is a newly elevated role with the opportunity to genuinely shape how Lumia Care engages with customers, supports its sales teams and positions itself in the market.

Reporting to the Head of Customer & Growth, you will lead a team of three and take ownership of customer experience, communications, brand, content, voice of customer and customer engagement initiatives across the organisation.

The opportunity extends well beyond traditional marketing or communications.

You will play a key role in defining customer journeys, building Voice of Customer programs, establishing communication frameworks, refining go-to-market strategies and ensuring Lumia Care delivers a consistent, customer-centric experience across multiple business units.

This is an opportunity for someone who enjoys building. You'll be given the autonomy to challenge existing processes, introduce new ways of working and help create the foundations for a scalable, modern customer and communications function.

For the right person, there is significant opportunity to influence the future direction of the function as the organisation continues to grow.

Key Responsibilities

• Develop and lead Lumia Care's CX & Communications strategy;

• Build Voice of Customer programs and customer insight frameworks;

• Lead customer journey mapping and experience improvement initiatives;

• Drive brand positioning, messaging and go-to-market strategies;

• Partner closely with sales and operational leaders to improve customer acquisition and engagement;

• Lead digital, content and communications initiatives across owned channels;

• Manage agency partners and external suppliers;

• Develop reporting frameworks and performance dashboards that support strategic decision-making; and

• Lead, coach and develop a growing marketing and communications team.

About You

• You are an experienced marketing, communications or customer experience leader who understands how customer insight, communications and commercial outcomes connect;

• You bring a strategic mindset but are equally comfortable rolling up your sleeves and executing when required. You enjoy creating structure, building frameworks and helping organisations mature their customer and communications capability;

• You may come from healthcare, aged care, financial services, professional services or another customer-centric industry where trust, communication and customer experience are critical to success; and

• Most importantly, you are someone who thrives in growth environments, enjoys solving complex problems and wants the opportunity to build something meaningful.

Why Join Lumia Care?

This is a rare opportunity to join a growing organisation at a pivotal point in its journey.

You'll work alongside an ambitious leadership team, lead meaningful transformation initiatives and play a key role in shaping how Lumia Care engages with customers, supports growth and delivers on its purpose.

If you're looking for a role where you can create genuine impact while helping improve outcomes for the communities Lumia Care serves, we'd love to hear from you.

How to Apply

For more information or a confidential discussion please click to reveal the contact details for Alex Cytowska at u&u alex.cytowska@uandu.com or via phone 0420 231 170 reference number 45594.

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