About us
The Australian Institute of Company Directors (AICD) is committed to strengthening society through world-class governance. We aim to be the independent and trusted voice of governance, building the capability of a community of leaders for the benefit of society. Our membership of more than 50,000 includes directors and senior leaders from business, government and the not-for-profit sectors.
About the team
The Membership Proposition Team leads the strategy, delivery and management of the Membership product.
From creating a compelling vision, research and insights to operational execution and excellence, the team drives the design, management, continual improvement, execution and maturity across the business to deliver on objectives.
The Membership Proposition team is responsible for bringing the Membership Value Proposition, 'Keeping members at the forefront of effective contemporary governance' to fruition for all members including regional and international members.
We are now seeking a Customer Experience Manager – Proposition and Journeys to play a pivotal role in shaping and delivering initiatives that strengthen our Membership Value Proposition and elevate the experience for all members.
About the role
As a key influencer in the Member Strategy team, you will design, prioritise, and deliver initiatives that enhance the member experience today—and define the proposition for the future. You’ll work cross‑functionally, translating insights into action, and ensuring our membership offerings create value for both members and the organisation.
This role is ideal for someone who blends strategic thinking with hands‑on delivery, has a sharp analytical mindset, and thrives in a highly collaborative environment.
Your remit will be broad and will include:
- Leading the delivery of initiatives that ensure the Membership Value Proposition drives decision‑making and meets member and business needs.
- Prioritising initiatives focused on member retention and experience improvement.
- Analysing data to generate actionable insights, sharing them across the business to influence decision‑making and prioritisation.
- Understanding member segments and personas to align propositions that drive engagement and satisfaction across all member groups.
- Partnering with the Market Intelligence Manager to leverage external insights shaping future member experiences.
- Leading the annual Membership product review and develop pricing recommendations.
- Collaborating across teams to develop effective go‑to‑market strategies for membership offerings and services.
- Orchestrating high‑impact member journeys that matter most to our community.
About you
You will have strong technical aptitude and previous relevant experience, and you will champion the AICD values of: Accountability, Respect, Excellence and Collaboration. In addition, you will also have the following:
- Tertiary qualifications in Marketing, Business, or a related field or relevant work experience.
- Strong critical thinking and analytical skills, with the ability to translate insights into member or customer‑centric outcomes.
- Proven stakeholder management experience across functions such as operations, product, marketing and communications.
- Skilled in Customer Journey Mapping, Design Thinking and qualitative research interviewing.
- Solid understanding of end‑to‑end proposition development and implementation.
- Ability to interpret research and design experiences that meet member needs.
- Strong commercial acumen, with experience working with analytics and pricing models.
- Advanced skills in MS Office, CRMs, and contemporary software tools.
Your career at the AICD
There are many benefits of joining the AICD, but the following are examples of what you can expect:
- Hybrid/flexible working arrangements.
- Access to salary sacrificing and salary continuance (income protection) insurance.
- Personal wellbeing support through AICD’s robust employee assistance program for you and your immediate family.
- A solutions focused, and collaborative organisation that celebrates a ‘One Team’ culture.
- Professional Development support for all permanent employees.
- An opportunity to contribute to an organisation that is widely respected and considered the ‘gold standard’ of governance, policy, and leadership.
We welcome applications from people of all ages, genders, sexuality, cultural and linguistic backgrounds, Aboriginal and Torres Strait Islander Peoples and people with a disability.
We provide reasonable adjustments including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email peopleandculture@aicd.com.au.
For further information on what it’s like to work with us, please visit our Careers and LinkedIn Life pages:
How To Apply
Please submit a resume and cover letter detailing why you are the best person for the position by clicking 'Apply'. Please note, applications close on 10 March 2026. We will be in touch with shortlisted candidates shortly after this date.
