Cx Strategy Manager

1 week ago

Docklands, Victoria, Australia Medibank Full time

About ahm
Simple, easy and affordable. That's our mission for health insurance.

We take a straightforward approach to creating positive experiences for our customers. So, our people are straightforward too. We are people who care about delivery, we like disruptive ideas and challenging what is considered 'normal'. We work flexibly, and look after our health and wellbeing - it helps us be at our best.

If you have passion for driving results, a strategic mindset, and a love of innovation, now is the time to join ahm.


About the role


We are on the hunt for an experienced and strategically minded Customer Experience Strategy Manager to join us in this newly created permanent role.

We've made some changes here at ahm recently which we are really excited about.

We've adopted a new way of working and are now structured around seven end-to-end delivery squads; each of which is aligned to the stages of the customer lifecycle.

You will be tasked with driving the development of ahm's CX vision, strategy and customer journeys and embedding them across the organisation.

As part of the Medibank Group, ahm has a huge focus on health and wellbeing. This means flexible working and continuous improvement to our ways of working.


You can read more about one of the exciting initiatives we are currently trialling to support this here: 4 Day Work Week Trial.


What will you be doing?


We want you to create new and exciting strategies to have a positive (and measurable) impact on customer experience and business performance.

You will work within ourGrow Brand Squad, to design and maintain universal CX principles in alignment with our overarching brand strategy.


Day to day, this role could see you:

  • Deciding if your day is best spent working from home or the office (we don't go for mandated office attendance days here at ahm).
  • Developing CX journey standards and shaping journey maps in collaboration with the squads, underpinned by insights.
  • Continuously reviewing how the journey principles are tracking by monitoring VOC and NPS results, providing proactive recommendations to the squads for optimisation.
  • Working with your squad to deliver insights to support the optimisation of initiatives, propositions and marketing activity to increase relevance and engagement, and drive growth.
  • Surface and embed innovative and unique ways to create audience connections staying abreast of industry, market and media trends.
  • Proactively sharing the progress and performance of our CX journeys at key business forums to build awareness and understanding of impact. You may also deliver workshops and training too, to educate and empower product designers within other squads, so you'll need to be a confident, compelling communicator.
  • Modelling customer centric behaviour and best practice, inspiring others to deliver excellent customer experiences.
  • Taking some time out to restore and recharge you might head out for a walking one on one with a team member in the sunshine, get to a lunchtime yoga class or schedule time in your calendar to get to your child's school assembly.

Now, who are you?
Enough about us already, let's talk about you

You're a CX guru with a strategic mindset, but aren't afraid to roll up your sleeves.

You'll be passionate about customers and insights and can demonstrate solid experience in CX strategy development, journey design and principle embedment in a fun, engaging and effective way.

Ideally, you'll have spent time working in the services space - think insurance, energy, or finance.


You're a little bit obsessive about all things customer, and will be able to share your enthusiasm for CX across the business.

You will thrive on working in a fast-paced environment and be pretty confident in your ability to keep the plates spinning.

You're intelligent and you know your stuff, but you're also excited by the thought of working for a brand that will challenge you to operate outside the usual corporate box - we keep it simple but most importantly fun.

You know the impact a strong brand can make when embedded effectively.

If that's you, you'll fit right in with your other Squad mates; a bunch of passionate brand and CX marketers.

And finally, you can relate to our brand persona 'Dependable Mate'; quick and witty, looking for the smile in life, but you can always trust him.


A career with us
**To start small and impact bigger.

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