Introducing your new Chief Experience Office (CXO): Matt Warren

DATE: 5 October 2021

Introducing your new Chief Experience Office (CXO): Matt Warren

Bringing a lived experience with disability, Matt has been dedicated to the improvement of the customer experience through his work as the Application Delivery Manager and across the wider organisation.

We are pleased to announce that Matt Warren will be acting in the newly created role of Chief Experience Officer (CXO), which will play a significant part in supporting the delivery of our new Strategic Plan, especially the focus on creating an “unparalleled customer experience”.

As the Application Delivery Manager, responsible for our Customer Management System, Matt’s work at Yooralla already encapsulates the principles reflected in Yooralla’s new Strategic Plan and the work based around customer experience, outcomes, goal attainment and co-design of our services.

Bringing a lived experience with disability, Matt has been dedicated to the improvement of the customer experience through his work as the Application Delivery Manager and across the wider organisation.

The CXO position will be a leader on customer engagement, consultation and co-design activities with customers, their families and their broader support networks, to continue to refine and improve the experiences of the people we support at Yooralla. The role will also be the convenor of the Community Partnership Advisory Committee (YCPAC) and oversee customer survey and feedback.

One example of the way the customer experience at Yooralla will be improved is through the introduction of the customer portal – which is currently undergoing a pilot at Leongatha Community Hub.

“Applications such as this provide avenues for everyone to be heard. It is all about the customers taking control of their choices and what they want to do,” said Matt.

Duriing his time as CXO, Matt aptly summaries that he wants to achieve “participation and inclusivity” for people with disability.

Matt will act in the CXO role for a period of six months, at which point the role will be advertised externally for a competitive process. He will commence in the role on 4 October 2021 and report to Rod Carracher, Chief Practitioner.

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