Customer Experience Lead

Customer Experience Lead

• 10-month secondment
• Location Sydney, Melbourne or Brisbane

The Customer Experience (CX) Lead is responsible for:

• Understanding the current Customer experience across sales and service processes.
• Collaborate across the Customer value chain, leveraging industry and customer insights (VoC, Complaints, NPS, etc) to identify, design and deliver improvements to the Customer Service Customer Experience.
• Support the oversight and management of critical Customer Service CX assets including conversation model, continuous improvement framework, customer journey maps, support squad etc.

More Specifically, you will:Customer Obsession:

• Work across the business to ideate and design new initiatives, programs and systems to improve the Customer Experience and business growth.
• Work with key stakeholders to ensure the right tools are in place for collecting and acting on customer feedback (e.g., Complaints insights, Voice of Customer, NPS.).
• Work with the Manager Customer Experience to develop a program of work to improve NPS and Customer Service key metrics.
• Partner with the business to drive continuous improvement along the value chain to design, develop, implement, and track initiatives that remove key pain points and improve the Customer Experience.
• Facilitate Customer Forums bringing together key owners of the customer value chain to share insights and optimise the customer journeys across Insurance.
• Ownership, design, and optimisation of the Empower conversation model that supports our customers need and delivers a compliant conversation.
• Ownership and coordination of the Customer Service Continuous Improvement Framework
• Creation, ownership and governance of Customer Service Journey Mapping Framework, identifying and implementing improvement opportunities.
• Identification and coordination of self-identified possible systemics (SIPS) in Customer Service and work across the Consumer Insurance to support remediation.
• BAU management of VOC and Translation Services.
• BAU management of Customer Service Support Squad (bots) and SMS Deflection.
• Input into Digital Insurer, Product Design / Changes that put the customer at the forefront of the design.

Delivery Excellence:

• Lead the design and delivery of CX initiatives to drive right sized governance, removing duplication and accelerating delivery.
• Clear definition of scope, roles and responsibilities, key deliverables and outcomes that are aligned to business objectives.
• Make effective trade-off decisions around scope, time, cost, benefit or quality when required - within the Suncorp governance framework and risk appetite.
• Ensure appropriate legal, risk reviews and signoffs where required.
• Build strong relationships with stakeholders to ensure delivery is effective, efficient and customer centric.
• Keep stakeholders informed through effective communication of status, issues, risks, whilst reducing duplication of effort to accelerate delivery.
• Utilise agile principles, fostering adaptive planning to ensure the timely delivery of high-quality outputs and improving team efficiency.
• Actively manage risks to ensure there are appropriate mitigants in place and any issues are swiftly escalated and remediated.
• Support the prioritisation and sequencing of initiatives in line with business objectives and ensuring the impact to frontline teams in minimised.
• Ensure decision makers receive robust recommendations to make timely data driven decisions (where required).

Key Stakeholder Relationships:

• Customer Service Customer Experience & Strategy team
• Customer Service Performance & Insights
• Customer Service Business and Firstline Leader community
• Customer Service Brand Performance Teams
• Key stakeholders across Consumer Insurance
• Technology and transformation
• Key partners and consultants where applicable.

About You:

• Tertiary qualifications in a business-related discipline. Mandatory
• Intermediate to advanced project management skills (5+ years)
• Knowledge of Agile and Squad methodologies advantageous
• Previous business improvement and change management experience advantageous.

Key Capabilities/Technical Competencies:

• Ability to use customer and commercial information and acumen to enhance business performance.
• Knowledge of contact centre operating models
• Strong stakeholder engagement and influencing skills - Business planning processes and operations management.
• Strategic and conceptual thinking skills.
• Intermediate to advanced problem solving and analytical skills.
• Naturally inquisitive with a desire to challenge the status quo.
• Negotiation skills to facilitate planning and determine priorities across customer segments.
• Ability to develop and implement realistic plans for complex system, process and people change.
• Effective interpersonal and communication skills (written & verbal).
• Understanding of the finance and insurance industry.