Strategic Customer Engagement Director

1 week ago


North Sydney Council, Australia MLC Limited Full time

About MLC Limited

As a leading life insurer in Australia, MLC Limited has been protecting Australians for over 135 years. Our company provides flexible, affordable, and innovative insurance products to nearly 1 million customers.

We are driven by a powerful purpose - to provide our customers and their families with a Promise for Life to be there when they need us most.

The Role

The Senior Manager, Lifecycle Engagement is a leadership position responsible for helping customers engage with and understand their cover and the benefits of being an MLC Limited customer. This role supports our vision to be Australia's most trusted life insurer.

You will design and implement a customer engagement strategy using customer metrics and voice of customer insights to deliver improved Net Promoter Score (NPS), revenue, and retention. You will also create a customer engagement execution roadmap and report progress to plan, while identifying and managing execution risks.

About the Ideal Candidate

We seek an experienced professional with 10+ years in customer experience or customer engagement roles, preferably within life insurance or financial services. The ideal candidate has a deep understanding of customer behavior and attitudes to insurance, as well as prior experience leading lifecycle engagement programs with commercial results.

You will bring strong analytical skills, the ability to interpret data, and translate insights into actionable strategies. Your excellent communication skills will enable you to build a compelling data-driven narrative and present to all levels.

Benefits

MLC Limited offers a supportive, inclusive, and flexible work environment, including hybrid working options. We provide opportunities for growth and development across our business units and teams, as well as tools, resources, and benefits to support your wellbeing.



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