Head of Retention Strategy & Operations

We're looking for an experienced strategic leader to step into a pivotal 9-month parental leave cover role and lead the delivery of HCF's retention agenda at a critical time in our 2030 growth journey.

About the role

Reporting to the Chief Officer Member Experience and forming part of the Member Experience Leadership Team, the Head of Retention Strategy & Operations owns HCF's 2030 Retention Strategy and is accountable for delivering initiatives that improve member retention and support our net growth ambitions.

This role leads a cross-functional, data-led team and works closely with senior leaders across Marketing, Product, Data, Digital, Operations and Member Experience to drive measurable retention outcomes and deliver lasting value for our members.

What you'll be responsible for

• Leading the enterprise-wide retention strategy and roadmap aligned to HCF's 2030 objectives

• Driving retention optimisation initiatives that deliver measurable improvements in member retention and gross margin outcomes

• Identifying key drivers of member loyalty and attrition through data, insights and customer feedback

• Developing retention capabilities including predictive modelling, member lifetime value frameworks and personalised engagement approaches

• Owning retention forecasting, reporting and governance, including Executive and Board-level reporting

• Influencing senior stakeholders across the organisation to embed retention initiatives into business-as-usual operations

• Leading and developing a high-performing cross-functional team while fostering a culture of innovation and continuous improvement

You'll bring:

• You are a commercially minded strategic leader who combines strong customer focus with analytical thinking and exceptional stakeholder engagement skills.

• Significant experience in strategy, customer experience, retention, growth or related leadership roles

• A track record of delivering measurable business outcomes through data-led decision making

• Experience leading cross-functional teams and influencing senior stakeholders

• Strong communication skills with experience preparing Executive and Board-level reporting

• Expertise in translating insights into actionable strategies and business outcomes

• Tertiary qualifications in Business, Strategy, Customer Experience or a related discipline

• Experience within private health insurance, financial services or other customer-led industries will be highly regarded

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our  Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
 

Culture & Benefits 
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• Flexible working arrangements

• 50% subsidy on HCF hospital and/or extras cover

• Family-friendly certified employer

• 18 weeks of parental leave for all new parents

• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more

• Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – [email protected]  to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.