Head of Experiences

• Permanent full-time position
  
• Flexible, hybrid working arrangements
• Paid parental leave, paid study leave and subsidies for professional memberships
• Complimentary access to an employee assistance program (EAP) and wellbeing events throughout the year

About Us:

The LIV is the state's peak body for lawyers, representing more than 21,000 members. The LIV's purpose is to promote the highest standards of ethical and legal practice, education and service excellence in the practice and administration of law to ensure the community benefits from strong legal representation, effective advocacy and a fair and equitable legal and justice system.

The LIV is a non-profit organisation dedicated to our members and the development, maintenance, and the sustenance of the law for the benefit of the community.

Position Overview:

The Head of Experiences leads the design, delivery, and continuous improvement of the LIVs end‑to‑end experience for members and customers. This role ensures that members and customers across all career stages, practice contexts, and regions receive consistent, high‑value support that strengthens their connection to the association and the profession.

The position oversees member services, community referrals, engagement programs, event delivery, library, book shop and facilities, working closely with teams across growth, content, channels and learning as well as the Policy, Advocacy and Standards portfolio. The Head of Experiences ensures the LIVs remains a trusted, essential partner to the legal profession known for high quality service and support.
The role is accountable for ensuring that all member interactions, digital and human, are intuitive, efficient, and supportive, minimising friction and maximising value at every stage of the member journey.

Key Responsibilities Include:

• Develop and implement a profession‑aligned member experience strategy that supports the evolving needs of legal practitioners.
• Own the end‑to‑end member lifecycle experience (from student to senior practitioner), including journey design, service interactions, and experience standards, ensuring a seamless and consistent experience across all touchpoints.
• Embed member-centric thinking into all programs, including CPD, ethics, wellbeing, practice management and community engagement.
• Lead the member service function, including contact centres, membership operations, onboarding, and renewal processes.
• Ensure high-quality support for practitioners and the community in service delivery
• Partner with content, chanel and learning, teams to ensure delivery of relevant and highquality pproduct and services that meet the needs of key members cohorts.
• Support the strengthening of engagement with committees, sections, practice groups, and volunteer networks.
  

To be considered, you must demonstrate:

• 7–10+ years in member or customer experience, service design, engagement, or operations
• Experience in a professional association, legal organisation, or regulated membership environment (highly desirable)
• Proven success in improving service quality, member satisfaction, and engagement performance
• Tertiary qualifications in business, law, management, service design, or a related discipline
  
• Strategic thinker with the ability to anticipate legal trends and emerging issues
• Self-motivated and flexible in responding to changing work priorities, with the ability to work independently and as part of a team
• Demonstrated capacity to exercise mature judgement, diplomacy, tact, and discretion, with the proven ability to handle sensitive information in a strictly confidential and appropriate manner

The LIV encourages applications from Aboriginal and Torres Strait Islander origin, LGBTIQ+ communities and from diverse cultures, language groups, and people with disabilities.

If you are interested in joining a highly respected membership organisation that values respect, integrity, collaboration, accountability, curiosity and a focus on service excellence, please apply.

How to Apply:

Please include a cover letter, together with your CV.

Applications close 19 June 2026.  

Applications may be considered and interviewed before the closing date.

The position description is available at the link below:

https://www.liv.asn.au/Common/Uploaded%20files/NoIndex/LIV-Careers/Position-Description-Head-of-Experiences-May2026.pdf