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Customer Strategy Manager
- Permanent Role
- Location Sydney, Melbourne, or Brisbane
About the role:
Develop, align and support execution of the customer experience strategy for Insurance Australia. Leveraging industry and customer insights (VOC, Complaints, NPS etc) to create a clear and actionable strategy for delivery and to identify opportunities to improve customer experience. The intent is that the voice of the customer and the strategy becomes a critical input into the design and development of strategies and objectives.
More specifically, you will:
- Support the Head of Customer Experience to drive a customer obsessed 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 experience vision and strategy to deliver against portfolio objectives
- Deeply understand drivers of the critical customer perceptions of the brand (NPS, service quality, trust) that impact customer behaviours.
- Contribute to the CX component of annual planning processes, such as supporting with the development of businesses cases and economic modelling for key initiatives.
- Operationalise the Customer Strategy for Insurance Australia
- 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.
- Conduct customer and competitive explorations to identify opportunities to improve customer experience and create customer value.
- Facilitate with team members a monthly customer insights-to-action cadence and support action plan to address emerging customer issues through tribes / business areas
- Maintain oversight of the end to end Insurance Australia customer experience and partner with key stakeholders to drive continuous improvement along the value chain by identifying ways to remove pain points and improve the customer experience.
- 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.
- Lead a culture of customer, and collaboration within the broader business.
About You:
- 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 in development and driving of strategic/organisational wide change across a large diverse workforce.
- Experience within both functional and Group roles (desired)
Key Capabilities:
Customer & Knowledge
- 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, and translate to tactical actions
- Skilled ability to deliver impactful customer experience 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 customer experience and delivering high quality solutions within required timeframes
- Understanding of customer personas, business and the markets/industries in which Suncorp operates
- Comprehensive knowledge and application of relevant compliance standards, legislative requirements and industry codes.
Leadership and influence
- Demonstrated sound leadership and change management skills
- Demonstrate the ability to influence, negotiate, prioritise and plan in partnership with Insurance and other key stakeholders.
Decision making and problem solving
- 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.
Communication
- 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
Planning, Organisation and Continuous Improvement
- 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
What we can offer you:
- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
About Suncorp Group:
We're proud to be a part of the Suncorp Group family alongside some of Australia's most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you're guiding people through life's biggest moments or providing them with support in times they need it most, you'll be driven forward by our shared customer obsession and supported at every step of the journey
