Chief Transformation Officer

About the role

This is a newly created executive position as the business embarks on a transformation journey focused on delivering better outcomes for customers.

The Chief Transformation Officer leads enterprise-wide transformation across people, process and technology, building a contemporary operating model that supports the future needs of customers. This role champions innovation, customer experience, digital uplift, modern systems, and people‑centred change.

Working at the intersection of strategy, operations and culture, this role will partner with the CEO and Executive Leadership Team to orchestrate change that is meaningful, sustainable and aligned with the organisation's mission and values.

The position offers a flexible working environment.

About the scope

• Develop and execute an enterprise‑wide transformation plan spanning people, technology and process.
• Identify, evaluate and implement emerging technologies - including AI, digital care tools and cloud platforms.
• Establish governance frameworks that enable fast, focused delivery while meeting all regulatory and operational obligations.
• Define and track KPIs that measure improved customer outcomes, operational performance and employee engagement.
• Redesign end‑to‑end processes to simplify, streamline and modernise service delivery.
• Partner with technology and operational leaders to assess, select and deploy fit‑for‑purpose enterprise systems.
• Foster a strong culture of continuous improvement and capability uplift across the organisation.
• Lead organisation‑wide change in a way that is people‑first, values‑driven and transparent.
• Work closely with the Chief People Officer to shape contemporary ways of working.
• Role model organisational values and contribute to the strategic leadership of the Executive Team.
• Define and refine meaningful customer journeys centred on customer expectations.
• Champion a “Voice of the Customer” approach in decision making.
• Design modern service delivery strategies that respond to the emerging needs of customers.
• Build, inspire and develop a high‑performing transformation team across disciplines.
• Support wellbeing, accountability and performance across project delivery.
• Ensure strong attention to safety, compliance and continuous learning.
• Model safe work practices and ensure compliance with all relevant legislation
• Ensure transformation activities meet safety, risk management and regulatory expectations.

About you

This is a builder’s role - not an inheritor’s role. You are a strategic, future focused executive leader who is energised by starting from a blank slate. You can hold a strategic vision while being genuinely hands-on in the early days - you have built before, not just run what others have built. You will bring:

• Expertise in transformation strategy, digital uplift, organisational change and operational redesign.
• Strong understanding of contemporary technologies and their application in service‑based industries.
• Outstanding stakeholder engagement and the ability to inspire teams through change.
• A genuine commitment to customer‑centred care and values‑led leadership.
• Experience in human services or similarly complex sectors (advantageous).

How to apply

To apply please submit your resume and a one-page overview addressing the key criteria for the role via the link in this advertisement.

For specific enquiries you can contact Eliza Alford at ***email_hidden*** referencing job number 34145. Applications will be reviewed on receipt.