Senior Manager, Customer Experience Strategy

• Opportunity to work with the 5th largest General Insurer in Australia
• Flexible hybrid/remote opportunity across NSW, VIC and QLD
• Join us on a transformative journey!

About Hollard

Hollard Insurance is part of the Hollard Group of Companies and a top 5 General Insurer in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, and pet. Hollard’s unrelenting focus on diversity and inclusion, collaborative partnerships, and delivering great customer outcomes is at the heart of its business model, driven by its purpose of “Using our expertise, integrity and humanity to go further, together" 

We have just moved into our new, state-of-the-art facilities in North Sydney! This upgrade represents a major step forward in our commitment to providing innovative workspaces that support hybrid and remote work. Join our team and be a part of shaping the future of our organization in our modern new home.

Your role

Reporting to the Customer Advocate, this role will set the customer and digital strategy for Hollard based on a deep understanding of what is important to our customers. You are passionate about making data based recommendations and driving the business to deliver our Customer Value Proposition (CVP) whilst continuously looking for ways to improve the experience for our customers.

• In conjunction with the Customer Advocate, set the Customer Experience Strategy for Operations, including identifying opportunities for process and digital improvements 
• Support Operations Partner relationships on behalf of Operations to ensure we are delivering to our agreed CVP commitments and aspirations 
• Ensure that market and customer insights are effectively utilised to drive the translation of customer and segment knowledge into strategic and tactical recommendations for product development, customer acquisition, claims, servicing and retention.
• Ensure the organisation has a strong understanding of customers and the market through the use of analytics & modelling in order to identify opportunities

About You

• Tertiary qualification, preferably in a business, management or project discipline highly regarded
• 5+ years’ experience in customer strategy, operations or Customer Experience is required
• Exceptional analytical and presentation skills. Superior Excel and PowerPoint skills are essential
• Experience leading and managing leaders and teams of Customer Experience, digital, partnership and reporting and insights specialists

Working at Hollard

At Hollard you will be part of a supportive, valued and committed team. You will enjoy a challenging and rewarding work environment, career progression opportunities and great staff benefits and corporate discounts. We also offer many benefits to support your professional development and wellbeing including:

Professional and technical development opportunities

• Flexible start and finish times, work from home, and other flexible work from home options to suit your lifestyle
• Paid parental and partner leave
• Additional leave options, including 5 well-being days each year
• Generous employee insurance discounts
• Novated lease options
• Corporate employee discounts from various retailers
• Wellbeing benefits e.g., vaccinations, health insurance discounts, mental wellness training professional memberships, EAP

Hollard is unapologetically committed to creating a workplace that values your diversity with a true sense of inclusion. We actively seek to hire for your different lived experiences (including as relate to disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity). These enhance cognitive diversity and psychological safety in our workplace for everyone.

Hollard proudly promotes flexible work including remote work, non-traditional work patterns, and work-family balance.

If you don’t meet all our expected criteria, we strongly encourage you to apply anyway! Our priority is to hire the most talented people we can from all walks of life even if not all our above boxes are ticked.

NO AGENCIES. We will not require any support from Recruitment Agencies and kindly request that no unsolicited resumes are sent to Hollard employees in relation to this role or others. Only direct applications will be considered.

Visit the Hollard careers page to learn about how Hollard will collect, store and handle your personal information.