Head of Customer Experience Platforms

1 month ago

Sydney, Australia Zurich Insurance Full time

**A new adventure awaits**

Zurich’s AU & NZ business has three core segments Retail, Group Insurance and General Insurance who have end-to end accountabilities to better serve their customers. They are enabled by Shared Services teams that have a large portfolio of responsibilities. Technology, Sustainability, Agile & Continuous Improvement and Strategy & Strategic Execution form a portfolio Strategy & Technology.

Our Strategy & Technology team is critical to progressing Zurich towards being Australia’s leading Digital Insurer. As the areas that require or have required significant transformation to progress towards our Digital North Star. Our strategy is centred around accelerating our digital transformation, growing efficiently in all our core markets and explore opportunities for growth.

Our customer experiences and our technology is and will continue to undergo a significant transformation and we are looking for energised, strategic leaders with deep technical expertise and a passion for customers to help us navigate this exciting journey.

**Let’s create a brighter future together, let’s make a difference**

Reporting to the Chief of Technology & Strategy, the Head of Customer Experience Platforms will ensure we have the right strategy around our customer engagement platforms and that we provide leading and efficient customer and partner experiences through all of our interconnected channels in all parts of our business is critical to achieving our strategic objectives.

Key responsibilities include:

- To set the strategy and continuously maintain and update the vision and roadmap for our Customer Engagement Platforms through all channels (Voice, written correspondence marketing and life cycle, chat excl. digital). This includes customer experiences, processes, technology and data required.
- Ensuring we have the right technology and interconnectivity to meet business outcomes - working closely with the technology team. In particular the digital platform team, architecture and engineering.
- Ensuring we integrate AI into the customer engagement - working closely with the AI platform team, ML/Ops engineering team
- Working closely with the brand, marketing and design teams to ensure alignment with strategy, roadmap and delivery.
- Working closely with the data and data architecture team to ensure the data stored and structures meets the needs of the engagement platform.
- This roadmap will include rationalisation, re-platforming or rearchitecting to ensure modernisation of platforms and alignment to enterprise strategy over time.
- Design, set-up and continuously iterate on the operating model including the resources required and the balance of platform vs. business squad resources to deliver an optimal level of foundations and business outcomes, efficiently.
- Within this strategy and operating model, implementation of the roadmap ensuring delivery of business outcomes including customer, efficiency, controls. Prioritising initiatives based on value and together with business and technology teams.

**Important to your success - let's grow together**
- Experience in transformation of key business areas including strategic planning, execution, change management
- Experience in marketing and engagement optimisation
- Experience in customer lifecycle correspondence, template management and optimisation as well as the control environment.
- Strategic and on top of latest technology to bring thought leadership to help set strategy and guide solutions
- Analytical ensuring data-based decisions are made
- Broad technical knowledge of marketing tech, customer engagement platforms, voice technology, APIs and modern integration approaches and digital platforms.
- Experience in Salesforce, Smartcomms and AWS would be beneficial.
- Ability to engage and develop relationships with business stakeholders to comprehend and transform their requirements into efficient technology solutions.
- Experience in incorporating agile methodologies to streamline execution for enhanced efficiency and in working in organisations that operate in a scaled agile way
- A track record of innovation including an understanding of the opportunities and what it takes to enable AI
- Ability to and experience in vendor negotiations as well as on-going vendor management
- Passion, Drive and Emotional intelligence

**Belong. Zurich is here to support you**

There are so many reasons why Zurich is a great place to be, but here are just a few:

- 5 weeks leave per year for permanent staff through our new Z leave initiative, as well as 15 days personal/carer’s leave (as we empower our people to manage their own wellbeing);
- Grow, and thrive in your career (we support and encourage it) with award winning training programs.
- Work with global, diverse, and inclusive teams; Explore your passions, fuel innovation, drive equity, collaborate and make a positive difference beyond your role
- Access programs to stay healthy and feel healthie

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