Senior Customer Experience Strategist
1 week ago
About the Role
The Head of Customer Strategy and Experience is a senior leadership position responsible for shaping and leading MLC Limited's Customer Strategy and Customer Experience function.
This role will play a pivotal part in uplifting experience and engagement, ensuring customer-centric thinking is embedded in every area of the organisation, supporting MLC Limited's vision to be Australia's most trusted life insurer.
The role is the owner of MLC Limited's customer engagement strategy, experience design, voice of customer program, customer research and insights.
Whilst collaborating and consulting with the MLC Limited Leadership and Executive teams, this role will be key in designing and implementing a customer experience and engagement strategy that delivers to the company strategy and goals.
About You
You bring 10+ years' leading customer experience or customer strategy, preferably within Life Insurance or Financial Services.
You have a deep understanding of customer behaviour and attitudes to insurance, plus experience in customer research design, voice of customer programs and translation of insights into actionable strategies.
With experience in human centred design and service design, you also have an exceptional ability to develop the target state experience and orchestrate functions and teams across the enterprise to execute on the vision.
What We Offer
- We do work that makes a genuine difference to our customers, partners and community.
- We have a supportive, inclusive and flexible team culture, including hybrid working.
- We support your growth and development, and careers across our business units and teams that are as unique as our people.
- We reward and celebrate our successes, through our incentive and recognition programs.
- We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.
- We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.
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