Customer Experience Director

1 month ago

Melbourne, Victoria, Australia MLC Life Insurance Full time

About MLC Life Insurance

MLC Life Insurance is a leading provider of life insurance products in Australia, with a history of protecting Australians for over 135 years. We strive to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions.

The Role

We are seeking a Senior Customer Strategy Manager to join our team. This is a senior leadership position responsible for shaping and leading our Customer Strategy and Customer Experience function. The successful candidate will be responsible for designing and implementing a customer experience and engagement strategy that delivers to our company strategy and goals.

Key Responsibilities

  • Customer Engagement Strategy: Develop and implement a customer engagement strategy that drives customer satisfaction and loyalty.
  • Customer Experience Design: Design and implement a customer experience strategy that meets the needs of our customers and aligns with our company goals.
  • Customer Research and Insights: Conduct customer research and analysis to inform our customer experience and engagement strategy.
  • Team Leadership: Lead and manage a team of customer experience professionals to deliver our customer strategy and goals.

Requirements

  • 10+ Years' Experience: Proven experience in leading customer experience or customer strategy teams in a similar industry.
  • Customer Behaviour: Deep understanding of customer behaviour and attitudes to insurance.
  • Customer Research: Experience in designing and conducting customer research, including qualitative and quantitative approaches.
  • Team Leadership: Proven ability to lead and manage teams to deliver customer strategy and goals.

About You

We are looking for a talented and experienced professional who is passionate about delivering exceptional customer experiences. If you have a strong understanding of customer behaviour and attitudes to insurance, and experience in leading customer experience or customer strategy teams, we would love to hear from you.

What We Offer

  • Competitive Salary: A competitive salary package that reflects your experience and skills.
  • Opportunities for Growth: Opportunities for career growth and development in a dynamic and innovative company.
  • Supportive Team: A supportive and inclusive team culture that values collaboration and teamwork.

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