Welcome to HotDoc! 👋
Founded in Melbourne in 2012, HotDoc is Australia’s largest patient engagement platform — with over 8 million app downloads and partnerships with more than 21,000 practitioners across General Practice, Allied Health, Dental, Specialist, and Optometry.
We handle sensitive health data and operate in a highly regulated environment. Our mission is to enable the best possible patient experience for everyone in Australia — and we’re looking for exceptional people to help us get there.
Role Purpose & Context
This is a pivotal, senior role sitting at the intersection of insight and execution. As Customer Experience Operations Lead, you will own the end-to-end process by which customer feedback becomes business decisions — leading a small, dedicated team of VOC Specialists and Insights Analysts, while acting as the operational spine of our customer strategy.
You’ll report directly to the Chief Customer and Product Officer and work within a collaborative department that values pragmatism, clarity and psychological safety.
A key focus of this role is our company-wide AI capability uplift. Get ready to dive in — your impact will be measured in part by your ability to help the team explore, adopt and benefit from AI tools integrated into CX workflows. We want someone who is ready to be an enthusiastic trailblazer on this journey with us.
Estimate time allocation:
- ~30% Voice of Customer and insights program design and delivery
- ~25% Team leadership, 1:1s, people development and OKR management
- ~20% Cross-functional collaboration (Product, CS, Marketing, Engineering)
- ~15% KPI monitoring, reporting and stakeholder communication
- ~10% AI capability exploration, tooling evaluation and continuous improvement
Why Join HotDoc?
Join a purpose-driven team where your work directly shapes how millions of Australians experience their healthcare. Here’s what you can look forward to:
-
Impactful, meaningful work — every insight you surface has a downstream impact on how Australians access healthcare
-
A genuinely collaborative culture — we work in cross-functional teams where CX has a real seat at the product table
-
AI-forward environment — we actively encourage and invest in AI fluency across all functions
-
A structured monthly milestone plan — we don’t just hire people and hope for the best. You’ll have a clear 6–24 month development roadmap, regular 1:1s, and genuine investment in your career progression
What Will You Be Doing?
Voice of Customer & Insights
- Design and manage quantitative and qualitative research programs (surveys, interviews, focus groups) to capture the customer voice
- Aggregate feedback from HubSpot, Zendesk, Intercom and other channels; apply thematic and AI-assisted sentiment analysis to surface trends
- Prioritise insights by impact and effort and translate them into clear, actionable recommendations for Product and CS teams
- Present findings in compelling dashboards, slide decks and briefing sessions to drive alignment on next steps
Customer Journey & Service Design
- Lead end-to-end mapping of customer journeys, identifying friction points through root-cause analysis leveraging AI-assisted analytics
- Pilot and iterate on journey optimisations using A/B tests, user-testing sessions and feedback loops
- Maintain a central repository of journey maps, pain-point logs and priority backlogs
AI & Continuous Improvement
- Identify and champion opportunities to embed AI into CX workflows — from automating feedback categorisation and sentiment analysis, to using generative AI to synthesise qualitative insights at scale
- Evaluate and pilot emerging CX and AI technologies with clear success criteria and a path to scale
- Lead retrospectives after major launches and campaigns; capture lessons learned and embed improvements into future planning
Team Leadership & Cross-Functional Collaboration
- Lead and develop a high-performing CX operations team (2–4 direct reports), setting clear OKRs and running regular 1:1s
- Serve as a central point of contact for CX initiatives across Product, Marketing, Sales and Support
- Embed CX requirements into product discovery and delivery rituals
- Define and report on key metrics (NPS, CSAT, CES, retention) and build real-time dashboards that give the business visibility to act
What You Must Have to Apply
- 4+ years in customer experience management, or closely related role — ideally in a product-led SaaS environment
- Experience leading or mentoring a team and a genuine desire to grow your people management capability
- Strong analytical skills with a track record of turning data into clear, compelling recommendations
- Excellent communicator — equally comfortable in a dashboard walkthrough and a board presentation
- Experience with service design methodologies (service blueprinting, experience mapping)
- Strong project management skills and ability to execute across multiple workstreams simultaneously-
You’re Just the Person We’re Looking For If You Can Demonstrate
-
A customer-obsessed mindset — you understand that every CX insight has a downstream impact on real people accessing healthcare
-
Genuine curiosity about ethically using AI — you ask ‘why not automate this?’ and you’re already experimenting with AI tools in your work
-
Ownership and follow-through — you drive insights programs to completion without needing to be chased
-
The confidence to speak up — you surface risks and conflicting data proactively, even when it’s not the easy option
-
Comfort with ambiguity and a ‘progress beats perfection’ approach to getting things done
-
A collaborative, enabling mindset — you see your job as helping the business act on customers’ needs, not gatekeeping the data
What Do Our Employees Love About Working for HotDoc?
Our people are at the heart of HotDoc. We are an employee-first company and recognise that we can’t deliver a great patient experience without looking after the people who build it.
- Flexibility to work from home and our Melbourne HQ
- Access to our comprehensive Health & Wellbeing Program
- A generous Learning & Development Budget
- Parental leave benefits including paid baby sleep school, first aid courses, and EAP for primary and secondary caregivers
- Company-wide events and activities at our Melbourne HQ, open to all remote and hybrid staff several times a year
- In-office collaboration days with workshops and team planning sessions
- Private and confidential EAP from day one
- In-house Career and Strengths Coaching tailored to every employee
Please note: we ask that local team members make an effort to attend our Melbourne HQ once a week to build relationships and collaborate in person. If you have flexible working requirements, please raise this with the Hiring Manager during the recruitment process so we can explore what’s possible.
HotDoc Is a Place Where You Can Be You.
HotDoc prides itself on being an inclusive and diverse workplace — in fact, we celebrate it. If there are any alternative considerations you might require to perform this role, or anything we can do to support you through the application process, please let us know. We’ll do our best to make this a great experience.
