Customer Experience Enablement Lead
2 weeks ago
Customer Experience Enablement Lead
Permanent Role Sydney, Melbourne, or Brisbane LocationAbout the role:
Exciting opportunity within the newly created Customer Transformation team. This pivotal role will support development, implementation and activation of initiatives to embed a customer-led culture for Insurance Australia, developing and adhering to customer frameworks and governance protocols.
Leveraging organisational, industry and customer insights, the Customer Experience Enablement team will create a roadmap to support the employee experiences throughout the customer transformation journey, identifying opportunities to improve customer and people experiences along the way.
Key to its success will be collaborating with cross-functional teams to drive a customer-led mindset across the Suncorp Group. Also supporting activation of customer-led change activities into interactions, product and service enhancements, ensuring alignment with Group-wide governance standards and policies.
More specifically, you will:
Support the CX Enablement Manager to drive a customer-led workforce, with the goal of increasing customer satisfaction, resolving pain points and maintaining customer retention. Build engaged and collaborative relationships with key stakeholders within Insurance to develop an integrated customer culture to deliver against portfolio objectives. Deeply understand drivers of the critical customer perceptions of the brand (NPS, service quality, trust) that impact customer behaviours. Analyse engagement data and customer feedback to generate insights that inform strategic decision-making. Support development, and lead activation and embedment of the Customer Promise to anchor how our teams, products and services support customers with each interaction. Partner with key internal stakeholders (including People & Culture and Corporate Affairs) and business teams to support strategic planning and deliver customer culture communication, engagement and activation activities. Support the development and execution of the Customer Transformation Program of Work (PoW) to drive great customer experiences, governance and efficiencies in how we work. Drive engagement of the internal CX community, including development of CX capability of others through effective coaching, mentoring and sharing of best practice. Operationalise the Customer Strategy and CVPs to embed a customer-led culture across the Group, adhering to established customer frameworks and governance protocols. Support the management of risks and meeting compliance and regulatory requirements.About You:
Relevant tertiary qualification (e.g. Business, Finance, Commerce) or relevant professional experience. At least 5 years customer experience or communication/change, predominantly in insurance or financial services. At least 2 years leadership experience (desired). Demonstrated experience in a similar role. Proven experience in working with a broad range if stakeholders and navigating complex organisational structures. Experience in driving strategic/organisational wide change across a large diverse workforce. Experience within both functional and Group roles (desired)Key Capabilities/Technical Competencies:
Customer & Knowledge.
Understanding in CX, experience design and/or depth of customer value proposition design and delivery experience. Skilled ability to contribute to and understand strategic perspectives, translating to tactical actions. Skilled ability to deliver impactful change initiatives within timeframes and budget. Ability to develop succinct customer insights from data, analytics and research, and to create actionable strategies, plans and measures of success. Ability to use design thinking methods and techniques to conduct customer understanding, develop strategies and design solutions. Committed to increasing Cx and delivering high quality solutions within required timeframes. Understanding customer personas, business and markets/industries in which Suncorp operates. Comprehensive knowledge and application of relevant compliance standards, legislative requirements and industry codes.Leadership and influence.
Demonstrated sound leadership and change management skills. Demonstrate the ability to influence, negotiate, prioritise and plan in partnership with Insurance and other key stakeholders. Passion for driving cultural change, fostering a customer-led mindset, expertise in change management processes and ensuring compliance with Group-wide governance frameworks.Decision making and problem-solving.
Strong analytical skills and problem-solving ability, and demonstrated strategic thinking ability. Demonstrated ability to seek out information and break down problems and situations into components, options or alternatives. Ability to develop solutions and courses of action and frame recommend solutions to meet the required standards of the targeted audience.Communication
Able to communicate complex issues in concise and simple terms to a large range of audiences, with confidence and in appropriate formats (internal and external). Strong influencing and negotiation capability, and strong ability to develop and maintain internal and external relationships. Planning, Organisation and Continuous Improvement. Expertise in change management processes and adherence to enterprise-wide frameworks. Establish a process to complete goals and allocate time/resources to achieve such goals; strong ability to work to a deadline (including manage others to those deadlines) and to manage multiple and potentially conflicting timeframes and priorities. Ability to identify opportunities for improvement and implement, and actively seek feedback on performance and take responsibility for own development.What we can offer you:
Discounts and offers on a range of retail favourite stores as well as banking and insurance products. A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave. Invest in your brighter future with ongoing study support and career development programs. Give back to our communities with payroll giving, donation matching and paid volunteer leave. Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.About Suncorp Group:
We're proud to be a part of the Suncorp Group family alongside some of Australia's most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you're guiding people through life's biggest moments or providing them with support in times they need it most, you'll be driven forward by our shared customer obsession and supported at every step of the journey.
-
Customer Data Enablement Lead
2 weeks ago
Melbourne, Victoria, Australia Mecca Brands Full timeCustomer Data Enablement Lead page is loaded Customer Data Enablement Lead Apply locations Victoria time type Full time posted on Posted Yesterday job requisition id R010938 We have an exciting opportunity for a customer focused and analytically-minded Customer Data Enablement Lead to join our Personalization team on a 12-month fixed-term contract. The Role...
-
Experience Leader
2 weeks ago
Melbourne, Victoria, Australia GrowPro Experience Full timeAbout usWe are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad.Your functions Welcoming students in local coworking (includes airport pick up service) Negotiation with local partners (related to events and destination activities) Identifying...
-
VP of Customer Experience Practice Lead
2 weeks ago
Melbourne, Victoria, Australia Gentrack Full timeThe Company Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world's biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it...
-
Project Lead, Customer Experience
2 weeks ago
Melbourne, Victoria, Australia Qantas Airways Limited Full timeAccess to a range of employee benefits, including our world-class staff travel program Enjoy the option of flexible working conditions, while working with a highly skilled team Full time permanent opportunity, based at our head office in Collingwood If you've ever thought about a career in aviation — now is the perfect time to take off with Jetstar We are...
-
Melbourne, Victoria, Australia Hewlett Packard Full timeJob SummaryAs a Customer Experience Lead, you are responsible for planning and managing the customer briefings and events at the Melbourne Customer Welcome Center. You'll work with a variety of internal stakeholders to plan and prepare the appropriate content and experiences, tailored to the specific requirements of that customer and account team. On...
-
Customer Experience
2 weeks ago
Melbourne, Victoria, Australia ReadyTech Group Full timeWhen you're ready, we're ready.Take a look at what current opportunities exist when you join us at the intersection of human challenges and awesome technology.Where your voice has an impact, and you can learn - a lot.We just get things done.We're more than just a one-trick pony.Strength in inclusion and championing our differences. Melbourne Permanent / Full...
-
Customer Experience
2 weeks ago
Melbourne, Victoria, Australia AIA Full timeBE THE DIFFERENCEAt AIA we don't simply believe in being 'the best'. We believe in better - because there's no limit to how far 'better' can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important part role to play. If you want to make a...
-
Melbourne, Victoria, Australia Hewlett Packard Full timeMelbourne, Victoria VIC 3000 Australia Job SummaryAs a Customer Experience Lead, you are responsible for planning and managing the customer briefings and events at the Melbourne Customer Welcome Center. You'll work with a variety of internal stakeholders to plan and prepare the appropriate content and experiences, tailored to the specific requirements of...
-
Customer Experience Delivery Lead
2 weeks ago
Melbourne, Victoria, Australia AGL Energy Full timePowering Australian Life.At AGL, we believe energy makes life better. That's why we're passionate about powering the way Australians live, work and move.Like you, we believe that the world is going through extraordinary challenges. We don't shy away from the tough questions and we consider the answers carefully. We work in partnership with our customers and...
-
Head Of Partnerships
2 weeks ago
Melbourne, Victoria, Australia Intrepid Experience Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert Select how often (in days) to receive an alert: Intrepid Travel was born in 1989 with the simple mission to create positive change through the joy of travel.More than 34 years later, we're proud to be a certified B Corp with more than 1000 small group trips...
-
Project Lead, Customer Experience
2 weeks ago
Melbourne, Victoria, Australia Jetstar Full timeAccess to a range of employee benefits, including our world-class staff travel program:Enjoy the option of flexible working conditions, while working with a highly skilled team:- Full time permanent opportunity, based at our head office in Collingwood_ If you've ever thought about a career in aviation — now is the perfect time to take off with Jetstar We...
-
Customer Experience Manager
2 weeks ago
Melbourne, Victoria, Australia Kinetic Full timeAbout us:Join Kinetic, a globally recognised transport network across Australasia, the UK, Europe & Asia with bus and rail operations keeping people moving and cities and communities connected. We are Australasia's biggest bus network, with over 100 long-term contracts in local communities, a team of 7400 passionate people and a fleet of 5000 buses,...
-
Sales Enablement Manager
2 weeks ago
Melbourne, Victoria, Australia REA Group Full timeJoin a dynamic and collaborative team that delivers best practice sales enablement programs and initiatives Experience hybrid working arrangements in a flexible environment - ex: Work from the office or home in a rhythm that suits you Permanent role - open to any locationWe're REAREA Groupis not your average digital business. From humble beginnings in a...
-
Customer Experience Manager
2 weeks ago
Melbourne, Victoria, Australia JV Recruitment Full timePosition DescriptionCustomer Experience ManagerGenerated by Your HR System 27th Oct 2023Position PurposeTo proactively increase customer satisfaction and loyalty, ensuring interactions meet TDH needs and visionsKPI'sCustomer ExperienceCustomer SatisfactionProductivityAlignment with goals of the organisationStaff RetentionResponse times for client...
-
Customer Experience Manager
2 weeks ago
Melbourne, Victoria, Australia imc information multimedia communication AG Full timeAs a Customer Experience Manager (w/m/d) for our flag product the imc Learning Suite, you will play a pivotal role in ensuring the success and satisfaction of our clients. You will be responsible for overseeing customer success activities, facilitating product enablement for clients, and fostering vibrant communities among customers to exchange best...
-
Customer Experience Associate
2 weeks ago
Melbourne, Victoria, Australia ABN Group Full time49353- Melbourne Administration/Support Service Fulltime (Permanent)What's on offer?The Customer Experience Associate is responsible for the inbound and outbound calls, administrative and customer task support to enable the Customer Experience Coordinators to manage an awesome Customer Experience.The Customer Experience Associate will be driven to deliver on...
-
Customer Experience Manager
2 weeks ago
Melbourne, Victoria, Australia IPAR Full timeCompany DescriptionIPAR is a national provider of health and work solutions. Our allied health professionals across Australia support people with injury, illness, or disability to reach their health, wellbeing, and employment goals.At IPAR we're always encouraging our team to find more effective solutions in everything we do. That's why we lead the way in...
-
Customer Experience Manager
2 weeks ago
Melbourne, Victoria, Australia Specsavers AU Full timeContract TypeFull time, PermanentRegionMelbourne (Support Office)Job FamilySupport Office|Job Category Retail Operationsby14/05 2024What you'll doCustomer Experience ManagerAt Specsavers, we know that to be your best and reach your full potential you need to work somewhere that will bring out your best. We pride ourselves on offering a workplace with a...
-
Support & Services Enablement Manager
2 weeks ago
Melbourne, Victoria, Australia Axsys Full timeWe're MYOB MYOB is the #originalstartup. Our roots are in finance and accounting software, but today we're so much more We're building a business management platform to help more businesses in Australia & New Zealand Start, Survive & Succeed. Our team is continually transforming, inventing and disrupting conventions. We don't want you to simply 'fit' into...
-
VP of Customer Experience Practice Lead
2 weeks ago
Melbourne, Victoria, Australia Gentrack Ltd (Global) Full timeTo relentlessly drive ourcustomers' success by developing bettercleantech solutions.Sales and Customer SuccessFull-timeOffice | Melbourne, VIC, AustraliaMid Level A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.We are entering a new era, with utilities worldwide...
