Customer Experience Analyst

3 weeks ago

Docklands, Australia MLC Life Insurance Full time

MLC Life Insurance. We have been protecting Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

**Our Purpose**

MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide almost 1.2 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by Our Values of Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High. It’s how we work together and behave every day in every interaction with our customers, partners and each other that defines who we are.

**Our Strategy**

Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all of us to be at their best every day, we offer a flexible work environment centred on development, wellbeing, recognition and contribution.

With more than 1500 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

**The Role**

Reporting to the Manager, CX Strategy & Delivery, the Customer Experience Analyst is responsible for analysing customer interactions, behaviours, and feedback to improve the overall customer experience in the life insurance industry.

You will work closely with the customer service team, digital squads, marketing team, and product teams to identify areas of improvement and recommend solutions that enhance customer satisfaction and loyalty.

You will have impact by bringing to light the key insights to support decision making for improved experiences, products, and proposition positioning. Using your experience and talent across data collection and analysis, you’ll join a dynamic team and play a critical role in driving increased customer satisfaction, loyalty, revenue growth, and employee engagement.

**About You**

You bring 3+ years’ experience in a Customer Experience or Customer Insights role

Ideally you have obtained a bachelor’s degree in business, marketing, or a related field

You demonstrate strong analytical skills and can analyse complex data sets and identify trends.

Your proven experience with customer journey mapping and customer satisfaction metrics along with your excellent communication and collaboration skills will see you succeed in this role.

**Why Choose Us?**

At MLC Life Insurance, you will have the opportunity to:

- work with a WGEA cited Employer of Choice for Gender Equality
- enjoy flexible work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
- embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
- access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
- wellness and lifestyle offerings including access to Uprise - our Digital Wellbeing Program, as well as discounts on a variety of lifestyle and entertainment products and services.


**Primary Location***: AU-VIC-Docklands

**Work Locations***: Level 16, 727 Collins St Level 16 727 Collins St Docklands 3008

**Job***: Information Technology

**Organization***: MLC Limited

**Schedule***: Fixed Term

**Employee Status***: Group Level 2

Full-time

:
**Job Posting***: 15-Mar-2023, 8:56:46 PM

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