Delivering an Executive Search to Build Scalable, AI‑Enabled Growth Capability for a Member‑Owned Health Organisation
The Brief
Future Leadership was engaged by a member‑owned, not‑for‑profit private health insurer in Victoria to appoint a newly created Head of Growth role.
The organisation was entering a significant transformation phase, seeking to reimagine how member acquisition, onboarding and retention could be delivered at scale. Central to the brief was the establishment of a new growth function that combined human‑centred leadership with emerging AI and data‑enabled capability.
The successful candidate needed to demonstrate strong commercial acumen, experience leading national sales or growth teams, and the ability to build and embed new operating models across sales, technology, marketing and customer experience.
Candidate Net Promoter Score
Future Leadership combines truly personalised relationships with innovative technology solutions to ensure an approachable and efficient process for all our Net Promoter Score across clients, successful candidates and unsuccessful candidates is well above industry standard.
Candidates supported every year
We maintain genuine relationships with past candidates and continue to support them with leadership solutions long term, after they land their role.
Senior Women Appointed since 2002
Over half of the executive search assignments undertaken by our team have resulted in the appointment of outstanding female or LGBTQI+ leaders to high profile roles.
Candidate Retention Rate for 12 months since 2002
Our thorough briefing process and ability to engage passive candidates mean that we go to great lengths to find the right person for the role – long term!
The Process
Future Leadership undertook a comprehensive executive search process tailored to the organisation’s transformation agenda and capability requirements. Key steps included:
Briefing and Strategy Development:
Conducted detailed stakeholder briefings to clarify the role mandate, transformation objectives and success measures.
Search Strategy Design:
Developed a confidential national search strategy, supported by targeted digital advertising and direct market mapping across aligned sectors including health insurance, financial services and digital health.
Targeted Candidate Search:
Leveraged Future Leadership networks, proprietary databases and referral partners to identify senior growth leaders with experience in AI‑enabled sales, CRM optimisation and customer‑centric transformation.
Candidate Assessment:
Shortlisted candidates were assessed against the Future Leadership Capability Framework, with structured interviews focused on strategy, stakeholder leadership, commercial impact and adaptability.
Final Evaluation:
Final candidates progressed through executive‑level interviews, with detailed assessment insights provided to support informed decision‑making.
Strategy and Purpose
Leads transformational processes, motivates teams, and influences commitment to a shared purpose that individuals and the workforce will require to enable sustained organisational success. Builds and promotes a culture underpinning the vision, purpose and values the organisation aspires to achieve.
Stakeholder Relations
Works strategically and systemically to encourage diverse thinking with all types of people. Actively contributes to teamwork, and deliberately builds relationships and networks across a range of people and communities.
Commercial Acumen
Provides a deep understanding of relevant industry, marketplace and business drivers as applicable to the organisation. Leverages the application of commercial tools and frameworks to manage opportunities, conflicts and trade offs. Able to focus on customer service requirements and acts proactively to raise the customer experience.
Digital Literacy
Adopts a digital mindset whereby technology becomes second nature as an enabler of human nature. Actively builds awareness of technology innovation and mitigates risk of bias, harm, or exclusion. Leverages technology innately to drive innovation, performance, productivity, and efficiency.
Systems Thinking
Systematically breaks down siloes across the operating environment and connects stakeholders to harness convergent ideas. Understands the leverage points of systems change and demonstrates the ability to think beyond known systems.
The Outcome
The process resulted in the appointment of a highly experienced growth and customer experience leader with over 15 years’ experience across health insurance and digital health environments.
The successful candidate brought a proven track record in leading national sales teams, embedding CRM and AI‑enabled growth frameworks and delivering large‑scale commercial outcomes. Previous experience included designing enterprise‑wide referral ecosystems, delivering significant revenue uplift, improving conversion and retention metrics, and building high‑performing, values‑aligned teams.
The appointment enabled the organisation to:
- Establish a dedicated, future‑focused growth function.
- Accelerate member acquisition and retention through data‑led decision‑making.
- Embed AI‑enabled capability while maintaining a strong human‑centred service model.
- Support the organisation’s broader transformation agenda and long‑term sustainability.