Director Client Experience

Clifton Community Health Services (CCHS) is a progressive, values-driven organisation providing high-quality residential aged care, and primary health services. We are now seeking a visionary and experienced leader to join our Executive Team as Director Client Experience (DCE) – a pivotal role at the intersection of clinical governance, consumer wellbeing, and service innovation.

About the Role

The Director Client Experience is a senior leadership position with accountability for embedding our social model of care across all service streams. This includes designing and leading person-centred wellbeing and lifestyle services that extend beyond clinical care – championing dignity, engagement, and purpose for every person connected with CCHS.

Working across residential aged care, acute care, and primary health, the DCE will:

Lead the strategic direction, design, and implementation of therapeutic, meaningful, and dignity-enhancing programs.

Ensure holistic care planning aligned with the Clifton Model of Care, the revised Aged Care Quality Standards, and evidence-based best practice.

Operate as a key member of the Senior Leadership Team, driving cross-functional collaboration and consumer-led innovation.

Provide expert leadership in trauma-informed, inclusive, and culturally safe approaches to care.

Oversee lifestyle teams and consumer experience functions, cultivating a strong culture of empowerment, engagement, and wellbeing.

Key Responsibilities

Embed a cohesive, person-led model of care that centres on choice, capability, and community connection.

Drive quality, safety, and continuous improvement in wellbeing service delivery.

Build workforce capability through mentoring, professional development, and clinical governance frameworks.

Lead compliance with ACQS, NMBA standards, and organisational quality systems.

Co-design programs with residents and families, ensuring services are responsive, inclusive, and future-focused.

Champion innovation in lifestyle planning, psychosocial risk management, and interdisciplinary collaboration.

What We’re Looking For

We are seeking a passionate, strategic, and operationally savvy leader with:

Proven senior leadership experience in aged care, hospital, or primary health settings.

Strong clinical governance, people leadership, and consumer engagement capability.

Experience leading lifestyle, wellness, or client experience teams across complex service environments.

Deep understanding of the Aged Care Quality Standards and person-centred care models.

A collaborative, values-aligned leadership style focused on impact, quality, and innovation.

Why Join CCHS?

Be part of a tight-knit, high-impact organisation that values dignity, compassion, and community.

Lead a transformational role that shapes how people live, heal, and connect.

Enjoy a supportive Executive Team and progressive organisational culture that puts people first.

Influence the future of aged care and rural health through evidence-based, co-designed service models.

What do you need?

Registered Nurse with current AHPRA registration.

Minimum 7 years of senior clinical leadership experience across aged care, hospital, or primary health settings (Desirable).

Demonstrated expertise in clinical governance, workforce management, and accreditation.

Strong understanding of aged care reforms, contemporary nursing practice, and clinical risk management.

High-level interpersonal and stakeholder engagement skills.

Proven ability to lead multidisciplinary teams and drive cultural transformation.

Postgraduate qualifications in Health Management, Leadership, Aged Care, or equivalent (Desirable).

Experience in a rural or community health setting (Desirable).

Current National Police Check (Or be willing to obtain)

Current ‘C’ Class Driver’s Licence.

How to Apply

If you are a purpose-driven leader ready to set a new benchmark for client experience in health and aged care, we’d love to hear from you.

For more information visit https://www.cliftonhospital.org

Apply now with a cover letter and resume outlining your relevant experience, leadership achievements, and alignment to the values of CCHS.