Member Experience & Digital Lead

Simple, easy and affordable. That's our mission for health insurance.We take a straightforward approach to creating positive experiences for our customers. So, our people are straightforward too. We are people who care about delivery, we like disruptive ideas and challenging what is considered 'normal'. We work flexibly, and look after our health and wellbeing - it helps us be at our best.
If you have passion for driving results, a strategic mindset, and a love of innovation, now is the time to join ahm.The roleAs the Member Experience & Digital Lead you'll be responsible for operational management of the Member Experience team. You will be leading a collective group of Member Experience teams, lead the digital experience strategy, actively collaborate with squad objectives, and support the team's Excellence and growth goals.This is an amazing opportunity to elevate and revolutionise the digital customer experience at ahm whilst also taking part in its continuous improvement and growth!You'll be involved in:

• Managing a team of 4 team leaders providing coaching, feedback, and advice on team performance.
• Driving continuous improvement initiatives via experimentation and optimisation to achieve channel goals.
• Developing and executing strategies to promote the adoption of digital channels.
• Identifying opportunities to improve channel productivity and self-service containment.
• Enhance the user experience across digital channels making them efficient and user-friendly.
• Monitor KPIs related to digital channels, track adoption rates, customer satisfaction and resolution times.
• Using data to make informed decisions using root cause analysis to identify opportunities and prioritise next steps.
• Creating and developing a culture of high performance and excellence, taking steps to help identify areas of improvement.
• Maintain accurate and up-to-date documentation related to squad activities, projects & processes.
• Responsible for identifying changes to Customer Contact team and communicating these to management & compliance.

About you

• Digital leadership experience ideally in a Contact Centre environment.
• At least 3+ years in a Leadership position with experience providing uplift training through change.
• Progressive mindset around contact centre environments and best practice.
• Strong digital knowledge with an excellent understanding of customer experience.
• Passionate about using data to create informed decisions.
• Excellent stakeholder skills with the ability to explain complicated concepts.
• Ideally knowledge of aggregators, utilities, insurance or fin services however not essential.

A career with usWe know that to make health insurance simpler for all Australians, we need everyone on board. We believe in developing Indigenous careers. And we work hard to create an accessible and inclusive workplace. You can find out more about Medibank's Accessibility and Inclusion Plan here (no, that's not a typo, Medibank is our big sister brand). If we call you to discuss the role, you'll also get the opportunity to chat about any adjustments you need.Don't worry, our approach to flexibility means virtual interviews won't impact your application.