Customer Experience Governance Manager

6 days ago

Brisbane, Queensland, Australia Suncorp Group Full time
About the Role

The Customer Experience Governance Manager will play a pivotal role in aligning and supporting the execution of change required to achieve Suncorp's Customer Ambition. This involves supporting functional business areas to identify and drive positive change to increase customer experiences by focusing on ways to remove key customer pain points from the end-to-end customer journey.

Key Responsibilities
  • Support the Head of Customer Experience to drive a customer-obsessed culture, with the goal of increasing customer satisfaction, resolving pain points, and reducing detraction.
  • Develop a deep understanding of the drivers of critical customer perceptions of the brand (NPS, service quality, trust) that impact customer behaviors.
  • 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 plans to address emerging customer issues through tribes/business areas.
  • Identify strategic opportunities and support the development and operationalization of the customer strategy for Insurance Australia.
  • Accountable for supporting program financials and benefit realization oversight, including maintaining relevant artifacts 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, e.g., 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 business cases and economic modeling 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

We're looking for a highly skilled and experienced professional with a strong background in customer experience, governance, and leadership. The ideal candidate will have:

  • 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.
What We Offer

We're proud to be a part of the Suncorp Group family, and we offer a range of benefits to our employees, including:

  • Discounts and offers on a range of insurance products.
  • A range of flexible working and leave options.
  • Invest in your brighter future with ongoing study support and career development programs.
  • Give back to our communities with payroll giving, donation matching, and paid volunteer leave.
  • Prioritize your work/life balance with our robust employee assistance program and dedicated employee council.

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