The Organisation
Ramsay Health Care is one of Australia’s most trusted healthcare brands — a name synonymous with “people caring for people.” With over 76 hospitals, 37 Ramsay Plus clinics, 102 pharmacies, and a network of 9,000 doctors and 35,000 team members, Ramsay touches the lives of more than 1.2 million Australians each year. Its success is rooted in an entrepreneurial spirit — empowering hospital leaders to tailor care to their communities, while uniting under a shared mission of delivering world-class outcomes.
Today, Ramsay stands at a pivotal moment. As the organisation embarks on a multi-year transformation to redefine healthcare in Australia, the Head of Patient and Customer Experience will play a central role in shaping the next chapter — driving innovation, elevating patient and customer advocacy, and embedding a Customer 1st culture across every touchpoint of care.
The Opportunity
This is a newly created, strategic and influential leadership role reporting to the Chief Commercial Officer. It represents the chance to drive systemic change in how Ramsay connects with its patients and customers across its extensive network — from acute hospitals to mental health, allied health, and pharmacy. As Head of Patient and Customer Experience, you will play a pivotal role in shaping how millions of Australians experience care — leading the design and delivery of a Customer 1st strategy that connects people, purpose, and performance.
Reporting to the Chief Commercial Officer the Head of Patient and Customer Experience will.
- Lead the development and execution of Ramsay Health Care’s Customer 1st strategy to enhance patient and customer experience nationwide.
- Champion the voice of the customer, driving data-led insights and initiatives to uplift NPS and strengthen brand advocacy.
- Design and embed experience frameworks and feedback systems that empower hospital and clinical leaders to deliver consistent, high-quality care.
- Partner with executives, VMOs, and frontline teams to inspire cultural change, foster innovation, and connect services across Ramsay’s network.
You’re a dynamic, strategic, and influential leader who is passionate about creating exceptional customer experiences. With a proven record of driving cultural and behavioural change in large, complex organisations, you bring the curiosity, empathy and commercial acumen to make a lasting impact. You thrive on collaboration, innovation, and turning insights into action — inspiring others to see the customer as the centre of every decision.
Key skills, essential criteria and desirables.
- Extensive experience leading customer or patient experience strategy in large, multi-site or service-focused organisations.
- Strong capability in NPS, Voice of Customer and CX metrics, using data to drive performance and improvement.
- A track record of engaging and influencing diverse stakeholders, including executives, clinicians, and frontline teams.
- Proven success in leading cultural transformation and embedding customer-centric behaviours at scale.
- Background in healthcare, hospitality, retail, financial services, or other customer-led industries.
What’s on Offer
Join Ramsay Health Care, Australia’s leading private healthcare provider, at a pivotal moment of transformation. This is a rare opportunity to shape the future of patient and customer experience at scale — influencing strategy, culture, and innovation across a trusted national network. You’ll work with passionate, values-led leaders in an organisation that empowers autonomy, celebrates new thinking, and truly lives its purpose of “people caring for people.”
How to Apply
For a confidential discussion or role related questions, please contact Amanda Halliday of The Orchard Talent Group on 0468 022 283 or email Ramsay@orchardtalent.com.au. To apply please submit your current CV via the link. Please note applicants must have a legal right to work in Australia.
Applications close Friday December 5th.
The Orchard Talent Group acknowledges the Traditional Custodians of the land on which we work. We pay our respect to their Elders past, present and emerging, for they hold the memories, traditions, culture and hopes of Aboriginal and Torres Strait Islander people.