Customer Comms Transformation Principal

2 days ago

Sydney, Australia Insurance Australia Group Full time

Create impact as a **Customer Comms Transformation Principal**

Join the largest insurance group in Australia and New Zealand.

**YOUR ROLE**

Joining our CXM Customer and Product Communications team within Retail Insurance Australia (RIA). The role will be responsible to lead the delivery of the customer communications transformation project for CXM, project managing the CXM deliverables by leveraging key relationships across the entire business to reimagine the customer experience and rewrite templates for mandatory communications across all touchpoints.

You’ll drive business outcomes and be the conduit between the project leads, steerco and the creative agency, responsible for the delivery of various project streams including a customer comms playbook to ensure the NRMA Insurance tone of voice guidelines and design principles are being applied consistently. You’ll redesign and reimagination of customer communications across business functions such as claims, customer relations, distribution, fraud and policy.

The role will be a key contributor to metrics such as improvements in a reduction in customer complaints, an increase in customer comprehension, improved NPS and brand reputation.

**ABOUT YOU**
- Demonstrates strategic mindset and commercial acumen to support risk activities associated with business area, divisional and enterprise plans
- Excellent communication and stakeholder management skills
- Ability to work autonomously to project manage large scale campaigns
- Excellent stakeholder management and the aptitude to work collaboratively within a multi-disciplinary team and across BU’s.
- Proven track record of being able to juggle multiple priorities and effective time management
- An understanding of SmartComms or similar customer communication platforms an advantage
- Ability and desire to solve bespoke problems whilst demonstrating a curiosity for understanding complexity and how things work

Applications close **Monday, 30 December 2024 at 23:59pm AEST.**

Joining **IAG**, you’ll have access to:

- Boosted superannuation with 13% as standard
- Dedicated career growth programs, including the award-winning IAG Academy
- A certified Family Inclusive WorkplaceTM
- Work from home and many more flexibility options with myFlex
- Discounts on every day and special occasion items
- Energy transition opportunities to help us be net zero by 2050

**ABOUT US**

We're IAG, the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping, supporting ambitions and making insurance accessible.

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day. We celebrate all viewpoints shaped by life experiences and culture and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

Learn more about who IAG is here.

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