About the Catholic Development Fund
Catholic Development Fund (CDF) are a values-based financial institution that provides funding and support across its footprint of Catholic organisations, including parishes, primary and secondary schools, healthcare, aged care, and social services providers.
Our work enables real impact: from hospital wings for the sick, safe havens for the homeless, and classrooms for the young – we support our customers to grow their mission. Through our expertise and commitment, we help Catholic organisations put their faith into action and contribute to a fairer, more cohesive society.
About the Role
We’re seeking a creative and motivated Client Experience Specialist, Retail to join our agile Marketing team. This is a pivotal role focused on transforming how our clients interact with our Retail business (CDF Community Fund), from their first enquiry through to ongoing engagement and retention.
You will map and optimise the entire client journey, lead our digital onboarding and retention strategies, and work cross-functionally to address pain points and friction in customer and internal processes. The role is central to our strategic goal of becoming a digital-first organisation while maintaining the personal, values-driven service our clients expect.
As part of our CDF Community Fund growth strategy, you will play a critical role in reducing onboarding time, improving client retention, and enabling digital adoption across our client base. For someone who thrives on improving processes and creating exceptional client experiences with a purpose-driven organisation, this is an outstanding opportunity.
Key Accountabilities
Client Journey Mapping & Optimisation
- Map the complete client experience from prospect through to active investor and identify pain points and opportunities for improvement.
- Design and implement streamlined client journeys that reduce friction and enhance satisfaction.
- Develop and maintain client journey documentation and service blueprints.
- Partner with Process Transformation, Client Services, Data, and IT teams to implement journey enhancements Onboarding & Retention Strategy.
Onboarding & Retention Strategy
- Lead the development and execution of client onboarding strategies to reduce time-to-activation.
- Design retention programs and lifecycle communications to maximise client engagement.
- Develop and implement NPS measurement framework and action plans to address service gaps.
- Create proactive outreach strategies for inactive accounts and at-risk clients.
Digital Adoption & Self-Service
- Champion digital adoption initiatives to improve client self-service capabilities.
- Develop and maintain self-service knowledge bases, FAQs, and client support resources.
- Support the implementation of digital tools and platforms that enhance client experience.
- Create operational training materials for clients who are less technology-savvy.
Voice of Client & Insights
- Establish and manage client feedback mechanisms including NPS surveys and satisfaction tracking.
- Analyse client data and feedback to identify trends, issues, and improvement opportunities.
- Prepare regular reports on client experience metrics and present insights to leadership.
- Translate client insights into actionable recommendations for product and service improvements.
Process Improvement & Implementation
- Partner with the Process Transformation team to identify, design, and implement process improvement initiatives that enhance the client experience.
- Provide client experience insights and requirements to inform process redesign and system enhancements.
- Support the implementation and testing of new processes, ensuring they deliver intended client outcomes.
- Monitor and measure the impact of process changes on client satisfaction and operational efficiency.
Cross-Functional Collaboration
- Partner with Marketing, Product, Process Transformation, and Community Engagement teams on client-focused initiatives.
- Collaborate with Relationship Managers to understand client needs and enhance service delivery.
- Work with Risk and Compliance teams to ensure client processes meet regulatory requirements.
- Support marketing campaigns with client experience insights and journey-based messaging.
What You Bring
Essential
- 3-5 years’ experience in client experience, customer success, service design, or related roles
- Demonstrated experience mapping and optimising customer journeys
- Proficiency with client experience and journey mapping tools (e.g., Miro, Lucidchart, Smaply, or similar)
- Strong understanding of client experience metrics including NPS/CSAT
- Proficiency with customer feedback platforms and experience measurement tools
- Excellent analytical skills with ability to translate data into actionable insights · Outstanding written and verbal communication skills
- Proven ability to manage multiple projects and stakeholders simultaneously
- Collaborative mindset with strong relationship-building skills
Highly Desirable
- Tertiary qualifications in Business, Marketing, UX Design, or related field
- Experience in financial services, banking, or regulated industries
- Background in digital transformation or process improvement initiatives
- Experience with CRM systems (e.g., Microsoft Dynamics 365)
- Experience developing and implementing onboarding programs
Why work for us?
- Generous salary package – that recognises your skills, experience, and contributions.
- Professional Environment – join a dedicated team of professionals committed to fostering an agile and inspiring work environment.
- Meaningful Work – be part of a values, driven organisation that makes a difference in the community.
- Hybrid Flexibility – we offer a hybrid working model (3 days in the office per week), plus a modern workspace in tranquil East Melbourne.
How to apply
If you’re looking for a role where you can make a real impact, we want to hear from you!
To submit an application, please click apply and provide a copy of your current resume and a cover letter.
Please note: We will be reviewing applications on a rolling basis, if you believe this role might be for you, please apply as soon as possible.
Employment is subject to satisfactory background checks which include a National Police Check, Working with Children Check and Reference Checks. To be successful in this role you must hold valid working rights in Australia.
The Archdiocese is committed to the safety, wellbeing, and dignity of all children and vulnerable adults.
