Strategic Customer Experience Lead

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerEngagement Full time $90,000 - $120,000
About the Role

We are looking for a Customer Engagement Leader to join our service team. This is a 12-month fixed-term secondment to cover parental leave.

This role plays a key part in protecting our customers and upholding our reputation. The service team handles areas such as payments, claims, and member communications - often acting as a central point for critical customer interactions.

You will lead the planning and execution of timely, targeted, and impactful one-to-one customer communication. This includes working closely with delivery teams and collaborating across departments to ensure communications are aligned, compliant, and customer-focused.

Main Responsibilities
  • Develop and implement integrated communications for Health Insurance that align with our strategic priorities.
  • Provide strategic and operational support across the Service team and other departments, particularly in large-scale compliance communications, stakeholder engagement, and issues management.
  • Monitor content and campaign performance, using insights to inform continuous improvement.
  • Contribute to the development of scalable communications frameworks, toolkits, and best practices.
  • Communicate customer research, strategy, and design with commercial awareness.
  • Simplify and articulate complex issues and data to stakeholders at all levels.
About You

You're a confident communicator and strategic thinker who thrives in fast-paced environments. You bring a customer-first mindset and a collaborative approach to solving complex problems.

You will bring:

  • Proven experience in customer-centric design and one-to-one communications.
  • Strong understanding of risk, compliance, and regulatory frameworks.
  • Experience working in agile delivery environments and supporting cross-functional teams.
  • Ability to manage multiple priorities and work efficiently under pressure.
  • Exceptional stakeholder engagement skills - from operational teams to senior executives.
  • Background in insurance, finance, or telco (desirable but not essential).
  • Familiarity with workflow management tools such as PEGA or SaaS platforms.
  • Tertiary qualifications in business, marketing, or a related discipline.
  • A courageous and optimistic mindset - you embrace complexity and believe in shaping the future through creativity and collaboration.
  • Strong facilitation skills and experience leading workshops and presentations.
What's in it for you?

As well as a competitive salary, a range of benefits and flexible working arrangements, you will be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect, and consider everyone, knowing your difference will make the difference.

Other benefits include discounts on health insurance, as well as access to our wellbeing program, Viva. Viva has been designed to help you live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks.

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