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SalaryCustomer Experience Enablement Manager
- Permanent Role
- Location Sydney, Melbourne, or Brisbane
- Support the Head of Customer Transformation to drive a customer-led workforce, with the goal of increasing customer satisfaction, resolving pain points and maintaining customer retention.
- Build engaged and collaborative relationships with key stakeholders within Insurance to develop an integrated customer culture to deliver against portfolio objectives.
- Deeply understand drivers of the critical customer perceptions of the brand (NPS, service quality, trust) that impact customer behaviours.
- Develop, activate and embed the Customer Promise to anchor how our teams, products and services support customers with each interaction they have with us.
- Partner with Corporate Affairs and business teams to develop and maintain structured Communications Calendar of activity to engage teams regularly on expectations and progress.
- Operationalise the Customer Strategy and CVPs to embed a customer-led culture across the Group, adhering to established customer frameworks and governance protocols.
- Analyse Loop data, customer data and feedback from other sources to generate insights that inform strategic decision-making, adhering to established governance frameworks for data privacy and compliance.
- Partner with PC&A to drive the 'Customer pilar' within our Winning Culture strategy.
- Champion the use of customer journey mapping and other tools to enhance the overall Customer Experience, aligning with group-wide governance requirements.
- Monitor industry trends and best practices to continuously evolve and improve our customer culture initiatives, ensuring compliance with group-wide governance standards.
- Contribute to the Cx component of annual planning processes, such as supporting with the development of businesses cases and economic modelling for key initiatives.
- Contribute to the development of practical frameworks, customer value propositions (CVPs) and measurement solutions that enable collecting and acting on customer feedback and improve customer centric decision making at Suncorp.
- Facilitate with team members a monthly, employee-led Customer Council to drive feedback from the business areas to enact change resulting in better Customer Experiences.
- Accountable for the management of risks and meeting compliance and regulatory requirement
- Lead and develop the capability of others through effective coaching, mentoring, professional development, succession planning and performance management.
- Suncorp Customers
- Brand and CX Leadership Team
- Corporate Partners
- Group Executives and Functional Leadership Team
- Peer Business Leaders
- People, Culture & Advocacy, Corporate Affairs (including Internal Communications), Customer Experience and Group Customer Advocate Teams across Insurance Australia
- Risk, Compliance, Regulatory, Governance and Legal teams
- Onshore and Offshore Partners
- External business associations and industry bodies
- Relevant regulators
- Relevant tertiary qualification (e.g., Business, Finance, Commerce).
- At least 10 years Customer Experience predominantly in insurance or financial services.
- Preferably 5 years management experience in insurance.
- At least 2-3 years leadership experience (desired).
- Proven experience developing and driving strategic/organisational wide change across a large diverse workforce within both functional and Group roles (desired).
- Depth of understanding in Cx, experience design and/or depth of customer value proposition design and delivery experience.
- Skilled ability to contribute to and understand strategic perspectives, translating to tactical actions.
- Skilled ability to deliver impactful Cx initiatives within timeframes and budget.
- Ability to develop succinct customer insights from data, analytics and research, and to create actionable strategies, plans and measures of success.
- Ability to use design thinking methods and techniques to conduct customer understanding, develop strategies and design solutions.
- Committed to increasing Cx and delivering high quality solutions within required timeframes.
- Understanding customer personas, business and markets/industries in which Suncorp operates.
- Comprehensive knowledge and application of relevant compliance standards, legislative requirements and industry codes.
- Demonstrated sound leadership and change management skills.
- Demonstrate the ability to influence, negotiate, prioritise and plan in partnership with Insurance and other key stakeholders.
- Passion for driving cultural change, fostering a customer-led mindset, expertise in change management processes and ensuring compliance with Group-wide governance frameworks.
- Strong analytical skills and problem-solving ability.
- Demonstrated strategic thinking ability.
- Demonstrated ability to seek out information and break down problems and situations into components, options or alternatives.
- Ability to develop solutions and courses of action and frame recommend solutions to meet the required standards of the targeted audience.
- Able to communicate complex issues in concise and simple terms to a large range of audiences, with confidence and in appropriate formats (internal and external).
- Strong influencing and negotiation capability.
- Strong ability to develop and maintain internal and external relationships.
- Expertise in change management processes and adherence to Group-wide frameworks.
- Establish a process to complete goals and allocate time/resources to achieve such goals; strong ability to work to a deadline (including manage others to those deadlines) and to manage multiple and potentially conflicting timeframes and priorities.
- Ability to identify opportunities for improvement and implement.
- Activity seek feedback on performance and take responsibility for own development
