Customer Experience Governance Manager

3 months ago

Sydney Inner Suburbs, Australia Suncorp Group Full time

**Customer Experience Governance Manager**
- **12 Month Fixed Term Contract**:

- **Location Brisbane - open to Sydney**

**About the role**:
The Customer Experience (CX) Governance Manager will align and support the execution of change required to achieve Suncorp’s Customer Ambition. It will support functional business areas to identify and drive positive change to increase customer experiences by focussing on ways to remove key customer pain points from the end-to-end customer journey.

The role will help orchestrate change by developing a delivery Framework, metrics and governance cadence that supports cross-functional activity to ensure change within the functional business areas is data driven and executed in line with our Customer Ambition.

**More specifically, you will**:

- Support the Head of Customer Experience to drive a customer obsession, with the goal of increasing customer satisfaction, resolving pain points and reducing detraction.
- Develop a deep understand drivers of the critical customer perceptions of the brand (NPS, service quality, trust) that impact customer behaviours.
- Facilitate customer and competitive explorations to identify opportunities to improve customer experience and create customer value.
- Maintain oversight of the end-to-end Insurance Australia customer experience and partner with key stakeholders to drive continuous improvement along the value chain by identifying ways to remove pain points and improve the customer experience.
- Develop and lead a monthly customer insights-to-action cadence and support action plan to address emerging customer issues through tribes / business areas.
- Identify strategic opportunities and support the development and operationalisation of the customer strategy for Insurance Australia.
- Accountable for supporting program financials and benefit realisation oversight, including maintaining relevant artefacts and producing reports/insights as required.
- Build and promote a customer obsessed team, able to navigate complexity, and challenge to create a culture of simplicity, innovation and continuous improvement.
- Ensure functional business areas understand and align to the customer value propositions (CVPs) so that initiatives are developed and implemented in line with these.
- Accountable for developing and governing best practice governance, frameworks and tools to ensure consistency in identifying, developing, monitoring and evaluating strategies and solutions to improve the customer experience across the customer journey, eg cross-functional Governance and Audit Frameworks.
- Collaborate with functional business areas and Risk partners to proactively consider, identify and manage risk (including compliance and regulatory), issues and blockers. Actively demonstrate and promote strong risk maturity and awareness.
- Contribute to the annual planning processes, such as supporting with the development of businesses cases and economic modelling for key initiatives.
- Lead a culture of customer, and collaboration within the broader business by building engaged and collaborative relationships with key stakeholders to develop an integrated roadmap to deliver against portfolio objectives and Customer Ambition.
- Lead and develop the capability of others through effective coaching, mentoring, professional development, succession planning and performance management.

**About You**:

- Tertiary qualifications in Project Management, Business, Communications and/or related qualification.
- Minimum 5 years in insurance and/or financial services experience.
- Minimum 3 years project management and/or Process & Governance experience.
- Experience working with senior stakeholders and developing and driving large scale change.
- Experience within both functional and Group roles.

**Key Capabilities**:
**Customer & Knowledge**
- CX, UX or EX design and/or depth of customer value proposition design and delivery experience.
- Skilled ability to contribute to and understand cross-functional perspectives, translating them to solutions and/or action to deliver impactful customer experience initiatives within timeframes and budget.
- Understanding of customer personas, business and the markets/industries in which Suncorp operates.
- Technical literacy and understanding of technical assets, comfortable with articulating, managing and developing technology solutions to support business processes.
- Ability to articulate and understand data sources and constucts, analytical methods and techniques.

**Leadership and influence**
- Autonomous prioritisation and ability to manage business activities to achieve goals within timeframes.
- Ability to build constructive and working relationships with key internal and external stakeholders.
- Ability to negotiate and influence stakeholders including senior leadership to achieve business objectives.
- Adaptable to a fast-paced operating environment within a continuously changing landscape.

**Decision making and problem

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