Member Experience

Are you committed to bringing your best to life every day?

At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of the world’s leading life insurers, Nippon Life Insurance Group.

We’re driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most - and that’s a great purpose to bring us together at work every day.

We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We’re a values-driven business that strives for high performance and growth as we look towards the future.

**The Role**

Working alongside our Digital & CX team this role plays an important part in the design and development of intuitive and seamless products and digital experiences which delight members, our partners and assist in achieving MLCs goal of providing market leading user experiences.

The Member Experience & Engagement Manager will be responsible for leading and designing digital experiences, ensuring that we are developing digital solutions that guarantee the customers experience through its lifecycle is fluid and intuitive, resulting in a best-in-class experience for every interaction.

Reporting to the Head of Digital & CX, the Member Experience & Engagement Manager, will both contribute to and lead, larger project or BAU operational initiatives on key strategic projects to support our digital ambitions ensuring experiences are designed from a user-centred perspective, considering business and technical requirements, and delivering to a high quality. Solid UX background to create and run workshops to uncover the right problems to solve and provide directions for the right design.

**About You**
- Tertiary qualifications in relevant discipline
- Postgraduate qualifications desirable
- Minimum of 7 years customer experience design experience, building team and enterprise design capabilities
- Design Thinking / HCD qualifications desirable
- Include practical knowledge within a certain function, industry or area of business/speciality required to competently perform in the role
- Demonstrated experience in developing and using CX Design principles to reshape the way the business operates
- Demonstrated experience in using Human Centred Design to build out the customer experience and new service propositions
- Very strong project management and planning skills with the ability to manage multiple project simultaneously.

**Bringing our best to life - why join us?**
- 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.


**Primary Location**: AU-VIC-Docklands

**Work Locations**: Level 16, 727 Collins St Level 16 727 Collins St Docklands 3008

**Job**: Information Technology

**Organization**: MLC Limited

**Schedule**: Permanent

**Employee Status**: Group Level 4

Full-time

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**Job Posting**: 14-Oct-2024, 9:46:32 PM