Customer Experience Specialist

2 weeks ago

Docklands, Australia Medibank Full time

**About ahm**
Simple, easy and affordable. That’s our mission for health insurance.

We take a straightforward approach to creating positive experiences for our customers. So, our people are straightforward too. We are people who care about delivery, we like disruptive ideas and challenging what is considered ‘normal’. We work flexibly, and look after our health and wellbeing - it helps us be at our best.
If you have passion for driving results, a strategic mindset, and a love of innovation, now is the time to join ahm.

**About the role**

Reporting to the Brand and CX Strategy Lead, your primary responsibility will be to measure, champion and execute customer centric strategies within ahm.

ahm is structured around seven squads; each aligned to the stages of the customer lifecycle. This essential role in the Grow Brand Squad is accountable for:

- The continuous measurement of ahm’s member sentiment, leveraging our Voice of Customer and NPS measurement programs.
- Harnessing both quantitative and qualitative data from ahm’s member measurement programs, to extract actionable insights and perform root cause analysis.
- Collaborating with the CX Strategy Manager and the relevant squads to support the development and execution of ahm's CX vision and strategy.
- Contributing to the development of customer journey standards and journey maps in collaboration with the squads, ensuring they are underpinned by insights and aligned with the universal CX strategy.

You will also:

- Link customer insights to the effectiveness of the journey principles by monitoring VOC and NPS journey results, providing proactive recommendations to the squads for optimisation.
- Support the development and execution of the CX strategy led by the CX Strategy Manager, collaborating on strategy development, data analysis, and providing insights to shape the strategy.
- Play an active role in identifying strategic insights from customer data and feedback, contributing to the overall CX strategy development
- Assist in the development and maintenance of widely understood and adopted CX principles within all ahm squads
- Support the CX Strategy Manager in the realisation of group-wide ‘customer obsession’ objectives and initiatives, set to improve customer NPS.
- Support the business with managing compliance obligations in accordance with the PHI compliance framework and operating procedures.

**Now, who are you?**

Enough about us, let’s talk about youyou are degree qualified in accounting or a similar discipline. You have excellent analytical skills and have demonstrated success in customer insight-based innovation and customer experience improvement.

You are a little obsessive about Customer Experience and have managed a voice of customer program design, tracking and measurement.

You thrive in complex environments and use issue-based problem solving and other strategy frameworks to define and solve novel problems.

You have advanced communication skills with a natural ability to structure a story and communicate with clarity to audiences of all levels.

**A career with us**

**To start small and impact bigger.

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