Head of Customer Strategy and Experience

1 week ago

Docklands, Victoria, Australia MLC Limited Full time

At MLC Limited, we're seeking a highly skilled Head of Customer Strategy and Experience to shape and lead our Customer Strategy and Customer Experience function.

This senior leadership position will play a pivotal role in uplifting experience and engagement, ensuring customer-centric thinking is embedded in every area of the organisation, supporting our vision to be Australia's most trusted life insurer.

The role will be responsible for designing and implementing a customer experience and engagement strategy that delivers to the company strategy and goals, collaborating and consulting with the MLC Leadership and Executive teams.

You will lead the development of an enterprise customer insights and research function, utilising qualitative and quantitative approaches, reporting insights in an engaging and consumable format that drives action and accountability.

This is a centre of excellence role, requiring a deep understanding of customer behaviour and attitudes to insurance, experience in customer research design, voice of customer programs, and translation of insights into actionable strategies.

As a critical thinker with strong problem-solving skills, you will develop and execute a customer strategy and roadmap, including facilitation of enterprise-wide SMEs, and present to all levels of the organisation to influence priorities and action.

We're looking for a proven leader with experience in human-centred design and service design, who can develop the target state experience and orchestrate functions and teams across the enterprise to execute on the vision.

Key responsibilities include:

  • Developing and executing a customer strategy and roadmap
  • Leading the development of an enterprise customer insights and research function
  • Designing and implementing a customer experience and engagement strategy
  • Collaborating and consulting with the MLC Leadership and Executive teams
  • Facilitating enterprise-wide SMEs
  • Presenting to all levels of the organisation to influence priorities and action

We offer a supportive, inclusive, and flexible team culture, including hybrid working, and support your growth and development, and careers across our business units and teams.

We're committed to providing a total customer experience that keeps our customers and partners at the forefront of all our decisions, and strive for high performance and growth as we look towards the future.

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