Customer Experience Platforms Lead

1 week ago

Sydney, New South Wales, Australia Zurich Insurance Group Full time
Job Description

Zurich Insurance Group is seeking a seasoned Customer Experience Platforms Lead to join our team. In this role, you will play a critical part in shaping the future of our customer engagement platforms and driving digital transformation across our business.

Responsibilities
  • Strategy Development: Set the vision and roadmap for our Customer Engagement Platforms through all channels (Voice, written correspondence marketing and life cycle, chat excl. digital).
  • Technology Alignment: Ensure we have the right technology and interconnectivity to meet business outcomes – working closely with the technology team.
  • AI Integration: Ensure we integrate AI into the customer engagement – working closely with the AI platform team, ML/Ops engineering team.
  • Cross-Functional Collaboration: Work closely with brand, marketing and design teams to ensure alignment with strategy, roadmap and delivery.
  • Data Strategy: Work closely with data and data architecture team to ensure the data stored and structures meets the needs of the engagement platform.
Requirements
  • Transformation Expertise: Experience in transformation of key business areas including strategic planning, execution, change management.
  • Marketing and Engagement: Experience in marketing and engagement optimisation, customer lifecycle correspondence, template management and optimisation as well as the control environment.
  • Latest Technology: Strategic and on top of latest technology to bring thought leadership to help set strategy and guide solutions.
  • Analytical Skills: Analytical ensuring data-based decisions are made.
  • Broad Technical Knowledge: Broad technical knowledge of marketing tech, customer engagement platforms, voice technology, APIs and modern integration approaches and digital platforms.
Benefits
  • Competitive Salary: $180,000 - $220,000 per year, depending on experience.
  • Growth Opportunities: Award winning training programs and opportunities for professional growth and development.
  • Diverse Teams: Global, diverse, and inclusive teams that foster collaboration and innovation.
  • Wellbeing Programs: Access to wellbeing programs, mental health support, and a AUD$500 wellbeing payment per year.
  • Flexible Work Arrangements: Flexible work arrangements, hybrid working options, and a state-of-the-art Green Star rated office space.

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