Customer Experience Enablement Lead

6 months ago

Sydney Inner Suburbs, Australia Suncorp Group Full time

**Customer Experience Enablement Lead**
- **Permanent Role**:

- **Sydney, Melbourne, or Brisbane Location**

**About 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.

**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

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