Director of Customer Experience Transformation

3 days ago


Melbourne, Victoria, Australia MLC Life Insurance Full time
About the Role

We are seeking a highly skilled Director of Customer Experience Transformation to lead our customer strategy and experience function. As a senior leadership position, you will be responsible for shaping and implementing a customer-centric approach that delivers exceptional experiences across all touchpoints.

The ideal candidate will have a deep understanding of customer behavior and attitudes, with experience in customer research design, voice of customer programs, and translation of insights into actionable strategies. You will also possess strong problem-solving skills, with the ability to develop and execute a customer strategy and roadmap, including facilitation of enterprise-wide SMEs.

In this role, you will work closely with cross-functional teams to drive organizational change and influence at all levels. You will be responsible for building a high-performing customer strategy and experience team by fostering a collaborative and accountable culture, and developing an enterprise customer insights and research function utilizing qualitative and quantitative approaches.

About You

To be successful in this role, you will need:

  • A minimum of 10 years' experience leading customer experience or customer strategy, preferably within life insurance or financial services.
  • A deep understanding of customer behavior and attitudes to insurance.
  • Experience in human-centred design and service design, with the ability to develop target state experiences and orchestrate functions and teams across the enterprise.
  • Critical thinking and problem-solving skills, with the ability to develop and execute a customer strategy and roadmap.
  • Strong communication and presentation skills, with the ability to present to all levels of the organization.

We offer a competitive salary of AU$160,000 - AU$200,000 per annum, depending on experience, plus additional benefits including hybrid working, career development opportunities, and recognition programs.



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