Digital Channel Experience Manager

4 days ago

Melbourne, Victoria, Australia beBeeDigital Full time $123,456 - $144,189

At the forefront of delivering exceptional customer experiences lies a challenging and rewarding role as a Digital Channels Manager. The successful candidate will spearhead our digital solutions service team within the Health Insurance sector, championing a servicing strategy that consistently ensures existing and new initiatives are delivering our Customer Value Proposition.

The ideal candidate will utilize their knowledge and research of industry digital trends, data analysis, and insight to provide recommendations to improve the digital service experience for Health Insurance members.

The key responsibilities include:

  • Leading a team of Digital Solutions Specialists who resolve member enquiries while delivering an accurate and great member experience
  • Partnering and collaborating across functions to deliver on key digital strategic initiatives and projects to deliver improved or new digital servicing solutions
  • Developing and recommending digital servicing solutions including strategy, automation, emerging technology
  • Managing successful implementation of change into business including digital service solutions
  • Supporting our people, members, and providers through active real-time monitoring solutions ensuring optimisation of our digital servicing channels and resources
  • Preparing regular management and performance dashboard reports

We are looking for:

- A proactive and committed leader who is particularly passionate about achieving exceptional results

- Receptive to continuous change and a role model for peers

The ideal candidate should possess:

  • Role modelling values with everything we do and creating a team culture of Values in Action to help self and our people to thrive
  • Being an adaptive leader to coach and develop our people in new ways and within new environments to ensure each person is delivering or above their goals
  • Extensive experience in leading a digital sales or servicing team or leading a contact centre
  • Demonstrated experience in developing and delivery digital channel servicing strategies
  • Demonstrated experience leading projects/ change initiatives specifically relating to improving digital servicing channels
  • Experienced collaborating with senior level stakeholders within projects/ change initiatives that you've lead
  • Possion and experience in leading and inspiring a contact centre team

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