Advisor - Customer Experience

Advisor - Customer ExperienceLocation: Brisbane, AustraliaThe Advisor, Customer Experience is responsible for maintaining oversight of the end-to-end Customer Experience and delivery of business-critical customer performance insights essential for strategic and operational decision making within Motor Claims Customer. The role will act as the Motor Claims 'customer advocate' applying operational knowledge to analyses, interpret and present critical customer data (e.g. VoC, NPS, complaints, call analytics, digital etc) to support key initiatives.Your Responsibilities:As an Advisor - Customer Experience at Suncorp Group, you will:

• Deliver operational reporting and insights to enable proactive manager of Motor Claims Customer Performance, including supporting the prioritisation of operational and strategic initiatives
• Manage team inbox, servicing data and insight requests from across the business
• Leverage strong operational and contextual knowledge to understand and analyse key customer and channel data (e.g. VOC, NPS, complaints, retention, digital, call analytics etc), synthesising insights to support improved customer outcomes
• Support oversight of the end-to-end Motor Claims Customer Experience and partner with the business to drive continuous improvement along the value chain by identifying ways to remove key pain points and improve the Customer Experience.
• Act as the customer advocate for Motor Claims, liaising with key stakeholders and participating in relevant forums to enable customer-led solution design and execution - placing the customer at the heart of decisions.
• Support data governance for Motors Claims to ensure a consistence approach to performance measures and performance improvement strategies across the entire motor claims value chain.
• Support appropriate business oversight of reporting asset maintenance, enhancement pipeline and incident remediation.
• Maintain oversight of a portfolio of initiatives
• Proactively consider, identify and manage risks, issues and blockers. Actively demonstrate and promote strong risk maturity and awareness.

What we're looking for in an Advisor - Customer Experience:

• Customer obsession - relentless commitment to improving Customer Experience and delivering high quality customer solutions within required timeframes.
• Time management - autonomous prioritisation of work and ability to manage business activities to achieve individual and team goals within specified timeframes.
• Collaboration - ability to build constructive partnerships and working relationships with key internal and external stakeholders.
• Negotiation and influencing - ability to negotiate and influence stakeholders including senior leadership to achieve business objectives.
• Adaptability - adaptable and responsive to a fast-paced operating environment within a continuously changing landscape.
• Business acumen - ability to use customer and commercial acumen to enhance business performance.
• Risk maturity - strong risk maturity with the ability to actively consider, identify and manage risks, issues and blockers.

If this sounds like an opportunity that you are looking for, we would love to see your application. Chase the sun, apply online today.At Suncorp, we are committed to building futures and protecting what matters. We value the unique experiences, insights and diverse workforce that benefits our people, our business, and our customers. We'd love to see your application and speak with you even if you do not match the above mentioned.