Head of Customer Experience and Innovation

1 week ago

Brisbane, Queensland, Australia Europ Assistance Full time
Head of Customer Experience and Innovation

About The Company

Europ Assistance Australia is part of a global insurance and assistance provider, with over 60 years of experience in helping millions of people worldwide. Our mission is to make customers' lives easier by providing relief during stressful situations and ensuring convenience and safety in their everyday lives. We aim to be the most reliable care company in the world, building trust through our commitment to being there at all times. The company is currently experiencing an ambitious high growth phase, transitioning from a B2C player to acquiring its own distribution and aspiring to become an insurer. We have already secured and begun onboarding the largest B2B partner opportunity in the country and are rapidly scaling acquired partnerships both locally in Australia, and across New Zealand, North America, and other regions.

PURPOSE OF THE ROLE

The Head of Customer Experience and Innovation is a senior leadership position responsible for shaping and leading Europ Assistance's Australian and New Zealand Customer Experience and Innovation strategy and function. This role is pivotal in uplifting customer experience and engagement across the organisation and ensuring that customer-centric thinking is embedded organisationally.

Reporting into the Director of Customer, Communications and B2B Marketing, and collaborating and consulting with the EA ANZ Executive team, this role is responsible for designing and implementing a customer experience and engagement strategy that delivers to Europ Assistance's customer ethos of You Live, We Care, and supports our goal to lead the market in customer experience and excellence.

Key Responsibilities:

  • Managing and owning EA ANZ's customer experience and engagement strategy, to embed Europ Assistance as the leader in best practice customer and digital experience in Australia and New Zealand Travel Insurance;
  • Leading the design and optimisation of the end-to-end customer journey across all channels, and manage supporting technologies to drive innovation;
  • Managing the Voice Of Customer research and insight program, utilising qualitative and quantitative approaches;
  • Collaborating with cross-functional teams to ensure a seamless customer journey;
  • Monitoring industry trends and best practices to keep the company at the forefront of customer experience innovation;
  • Leading by example, demonstrating a commitment to customer-centricity and innovation in all aspects of the role;
  • Reporting insights in an engaging and consumable format that drives action and accountability;
  • Working with key stakeholders internally and externally to uplift our customer's experience across B2B and B2C channels.

Most importantly, you will build a high-performing team and foster stakeholder engagement with a collaborative and accountable team culture, building strong stakeholder relationships with our local and global group.

KEY DELIVERABLES

  • Stakeholder Engagement: Acting as the primary point of contact for senior client stakeholders and group executives, facilitating effective communication and collaboration.
  • CX Leadership: Leading CX initiatives to enhance processes, systems, and standards to support EA's mission to bring travellers from distress to relief.
  • Change Management: Driving organisational change at scale, ensuring successful stakeholder engagement and adoption of new processes.
  • Operational Efficiency: Implementing project management methodologies and tools to drive efficiency and effectiveness across all workstreams.
  • Financial Oversight: Monitoring and managing program budgets, ensuring financial accountability and oversight.
  • Reporting and Documentation: Preparing detailed reports and documentation for senior management and client stakeholders.

ROLE REQUIREMENTS

  • Proven experience in a senior customer experience or innovation role, or similar (Experience in Travel Insurance or travel is preferable).
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Analytical mindset with the ability to interpret data and drive innovative solutions.
  • Passion for delivering exceptional customer service and fostering innovation.

Seniority Level: Director

Employment Type: Full-time

Job Function: Business Development, Marketing, and Information Technology

Industries: Insurance

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