Our client is a well established life insurance provider with a proud history of protecting Australians and their families. With a strong focus on purpose, innovation and community impact, they are committed to helping customers live with more choice, confidence and security, no matter what happens.
The Opportunity
An exciting opportunity has arisen for a Customer Experience Manager to join a collaborative Customer Propositions team. This role is all about exploration and direction setting, shaping how the business improves experiences at the moments that matter most to customers. You will map opportunities, build the case for change and secure stakeholder buy-in, before handing over a clear, well supported plan for others to bring to life.
Key Accountabilities
Explore and map the end to end customer lifecycle to identify where clarity, simplification and proposition renewal will have the greatest impact
Investigate opportunities to modernise ageing customer propositions and bring fresh thinking to how their value is communicated
Shape the direction for key customer journeys, including new applications, onboarding, anniversary and payments, identifying where friction can be reduced
Build compelling recommendations and business cases that clearly link proposed changes to improved customer outcomes
Partner with stakeholders across product, legal, compliance, risk and digital teams to test thinking, surface trade offs and gain approval for recommended direction
Translate strategic direction into clear plans and briefs, setting up a smooth handover for delivery teams to execute
Ideal Experience
Background in customer communications, campaigns or customer experience within a regulated industry
Strong understanding of customer journey mapping and experience design principles
Ability to simplify complex information and build a compelling, well evidenced case for change
Confident stakeholder management skills, with the ability to bring diverse teams along the journey and resolve competing priorities
Comfortable balancing regulatory considerations with customer engagement objectives
Why Apply
Play a lead role in shaping customer experience strategy for a well known, purpose driven organisation
Enjoy a strategic, exploratory scope, without being tied down in implementation detail
Join a collaborative team that values fresh thinking, clarity and getting the direction right
To have a confidential chat, please contact Jarryd at jbarker@parityconsulting.com.au
Whether you are a sports fanatic, shark diver or part-time antique collector, we celebrate your uniqueness. Parity Consulting works with clients who embrace diverse and inclusive environments and empower their teams to bring their authentic whole self to work. We encourage people with different beliefs, abilities, backgrounds and life experiences to contact us. At Parity, we believe in people, not just data. Every application is reviewed by a real person, ensuring your experience and individuality are genuinely valued throughout the recruitment process.
