Customer Experience Architect - Digital Sales

Customer Experience Architect - Digital Sales

• Permanent Role
• Location Sydney, Melbourne or Brisbane

About the role:
Digital Insurer (DI) is a business transformation program reimagining the products, propositions and experiences we will deliver for customers into the future. Through a new, modular, cloud-based Policy Administration System (PAS) and enhanced integrations to other capabilities, notably Digital and Data, we will power new processes and ways of working and radically advance our agility and cost of change, whilst digitising and automating our value chain and improving our ability to compete in a rapidly developing market.
Reporting to the HO Digital Insurer - Customer Experience, the Customer Experience Architect - Digital Sales is accountable for the design and delivery of the Digital Sales experience across all brands and products within the scope of the Digital Insurer Program. Key accountabilities include:

• Deliver a world-leading Digital Sales experience, designed and built in a way to support innovative new features and customer propositions into the future, while adhering to CAPDAN principles.
• Be the Digital Sales SME/Product Manager for Digital Sales on DI, providing leadership and direction, and resolving key issues and questions in support of on-time/budget DI delivery.
• Work in partnership with BAU teams and program stakeholders to ensure alignment to both DI and BAU strategies, acting collaboratively to ensure the entire business feels ownership of DI outcomes.
• Support new ways of working in terms of digital delivery, setting the groundwork for future operating models, and championing product and digital agility.
• Support Squads with Digital Sales delivery, stepping-in to problem solve and support assigned Product Owners as required; work with peers across the Program to ensure a world-leading end-to-end CX.

More specifically, you will:

• Deliver a world-leading Digital Sales experience for all in-scope brands/products based on business requirements and within technology/budget/timeline constraints.
• Be the Digital Sales SME/Product Manager for Digital Sales on DI, providing leadership and direction, and resolving key issues and questions in support of on-time/budget DI delivery.
• Work in partnership with BAU teams and program stakeholders to ensure alignment to both DI and BAU strategies, acting collaboratively to ensure the entire business feels ownership of DI outcomes.
• Support new ways of working in terms of digital delivery, setting the groundwork for future operating models, and championing product and digital agility.
• Support Squads with Digital Sales delivery, stepping-in to problem solve and support assigned Product Owners as required, work with peers across the Program.
• Actively champion “Digital first” and “Customer Experience” on the program and in interactions with the business more broadly.
• Operate within Risk appetite and adhere to all compliance and legal requirements.
• Strategically minded, focusing on strategic imperatives and exploring future growth opportunities
• Strongly invested in own development, personal and professional, actively seeking opportunities to do better and grow every day.

Key Stakeholder Relationships:

• Develop and maintain a strong working relationship with Consumer Insurance functions and COEs, and with relevant DI teams and functions including Technology and Operations.
• Maintain a strong working relationship with delivery teams within Digital Customer and across Consumer Insurance Tribes.
• Maintain a strong working relationship with Business leaders across Consumer Insurance

About You:

• Tertiary qualification - preferably in Business, eCommerce, Information Systems, Marketing or related disciplines (Desired) or the equivalent professional experience
• Digital and Financial services industry experience (Mandatory)
• 5 years of experience operating within a digital/eCommerce environment, ideally from an insurance environment.
• Previous experience delivering digital programs of work and implementation of complex digital solutions with proven business outcomes.
• Track record of building collaborative relationship with a diverse stakeholder base.
• Experience or strong interest in payments and identity management area.
• Experience in managing people.

Key Qualities:

• Passionate about Digital Sales and Customer Experience, with strong customer centricity mindset
• Patient, calm and collected in all dealings with all peers and stakeholders.
• Strong structured and logical thinking, methodical with high attention to detail
• Strong mindset of perseverance and ability to find or craft the right solution to achieve the goal.
• Strong ability to comprehend complex technical concept and then make complex simple in all communications and task setting activities.
• Excellent verbal and written communication
• Self-organised with strong self-discipline
• Ability to develop strong relationships based on mutual trust and respect.
• Team player with a solution-oriented approach and a natural passion for innovation and creativity