Product Manager Digital Insurer - Customer Service

Customer Experience Product Manager - Customer Service

• 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 Product Manager - Customer Service is accountable for the design and delivery of the Assisted Channel user experience across all brands and products within the scope of the Digital Insurer Program. Key accountabilities include:

• Deliver a world-leading but simplified Assisted Channel user experience, designed and built in a way that aligns to Customer Service strategic imperatives across People, Customer, Performance and Quality while adhering to CAPDAN principles.
• Be the Customer Service SME/Product Manager for Customer Service on DI, ensuring Customer Service's requirements are captured, providing leadership and direction, and resolving key issues in support of on-time/budget DI delivery.
• Working in partnership with BAU and program stakeholders to ensure alignment to both DI and BAU strategies, acting collaboratively to ensure the entire business feels ownership of DI outcomes, and keeping Customer Service leadership well-informed.
• Support DI and BAU leadership on transition/migration and business readiness activities.
• Support new ways of working in terms of Customer Service and Specialist User Experience, setting the groundwork for future operating models, and championing DI within Customer Service more broadly.
• Support Squads with Customer Service 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 that achieves benefits while staying within risk appetite.

Key Accountabilities:

• Deliver a world-leading but simplified Assisted Channel user experience, designed and built in a way that aligns to Customer Service strategic imperatives across People, Customer, Performance and Quality while adhering to CAPDAN principles.
• Be the Customer Service SME/Product Manager for Customer Service on DI, ensuring Customer Service's requirements are captured, providing leadership and direction, and resolving key issues in support of on-time/budget DI delivery.
• Working in partnership with BAU and program stakeholders to ensure alignment to both DI and BAU strategies, acting collaboratively to ensure the entire business feels ownership of DI outcomes, and keeping Customer Service leadership well-informed.
• Support DI and BAU leadership on transition/migration and business readiness activities.
• Support new ways of working in terms of Customer Service and Specialist User Experience, setting the groundwork for future operating models, and championing DI within Customer Service more broadly.
• Support Squads with Customer Service 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 that achieves benefits while staying within risk appetite.

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 Customer Service.

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 Personal Qualities:

• Passionate about Customer Service 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