Head Of Customer Experience Platforms
Vor 2 Tagen
A new adventure awaits… Zurich's AU & NZ business has three core segments: Retail, Group Insurance, and General Insurance, who have end-to-end accountabilities to better serve their customers.
They are enabled by Shared Services teams that have a large portfolio of responsibilities.
Technology, Sustainability, Agile & Continuous Improvement, and Strategy & Strategic Execution form a portfolio Strategy & Technology.
Our Strategy & Technology team is critical to progressing Zurich towards being Australia's leading Digital Insurer.
As the areas that require or have required significant transformation to progress towards our Digital North Star, our strategy is centred around accelerating our digital transformation, growing efficiently in all our core markets, and exploring opportunities for growth.
Our customer experiences and our technology are undergoing a significant transformation, and we are looking for energised, strategic leaders with deep technical expertise and a passion for customers to help us navigate this exciting journey.
Let's create a brighter future together, let's make a difference Reporting to the Chief of Technology & Strategy, the Head of Customer Experience Platforms will ensure we have the right strategy around our customer engagement platforms and that we provide leading and efficient customer and partner experiences through all of our interconnected channels in all parts of our business, which is critical to achieving our strategic objectives.
Key responsibilities include: Set the strategy and continuously maintain and update the vision and roadmap for our Customer Engagement Platforms through all channels (Voice, written correspondence marketing and life cycle, chat excl.
digital), including customer experiences, processes, technology, and data required.Ensure we have the right technology and interconnectivity to meet business outcomes – working closely with the technology team, particularly the digital platform team, architecture, and engineering.Integrate AI into customer engagement – collaborating with the AI platform team and ML/Ops engineering team.Work closely with brand, marketing, and design teams to ensure alignment with strategy, roadmap, and delivery.Collaborate with the data and data architecture team to ensure the data stored and structures meet the needs of the engagement platform.This roadmap will include rationalisation, re-platforming, or rearchitecting to ensure modernisation of platforms and alignment to enterprise strategy over time.Design, set up, and continuously iterate on the operating model, including the resources required and the balance of platform vs. business squad resources to deliver optimal foundations and business outcomes efficiently.Implement the roadmap ensuring delivery of business outcomes, prioritising initiatives based on value together with business and technology teams.Important to your success - let's grow together Experience in transformation of key business areas including strategic planning, execution, and change management.Experience in marketing and engagement optimisation.Experience in customer lifecycle correspondence, template management, and optimisation as well as the control environment.Strategic mindset and knowledge of the latest technology to bring thought leadership to help set strategy and guide solutions.Analytical skills to ensure data-based decisions are made.Broad technical knowledge of marketing tech, customer engagement platforms, voice technology, APIs, and modern integration approaches and digital platforms.Experience in Salesforce, Smartcomms, and AWS would be beneficial.Ability to engage and develop relationships with business stakeholders to comprehend and transform their requirements into efficient technology solutions.Experience in incorporating agile methodologies to streamline execution for enhanced efficiency and in organisations that operate in a scaled agile way.A track record of innovation, including an understanding of the opportunities and what it takes to enable AI.Ability to negotiate with vendors as well as manage ongoing vendor relationships.Passion, drive, and emotional intelligence.Belong.
Zurich is here to support you There are many reasons why Zurich is a great place to be, but here are just a few:
5 weeks leave per year for permanent staff through our new Z leave initiative, as well as 15 days personal/carer's leave;Grow and thrive in your career with award-winning training programs.Work with global, diverse, and inclusive teams; explore your passions, fuel innovation, drive equity, collaborate, and make a positive difference beyond your role.Access programs to stay healthy and receive a AUD$500 wellbeing payment per year, plus a AUD$295 new starter e-voucher for your WFH setup (flex work - hybrid working), and other great benefits through our Shine portal.Volunteer; work in our state-of-the-art Green Star rated offices (when you are in the office); and dress for your day.
We also plant a tree for every new employee, contributing to our sustainability targets.…We could go on, but the main point is that Zurich is a great place to be, where you can truly belong and thrive.
Zurich is an equal opportunity employer.
We are committed to ensuring that our recruitment process is fair and accessible for all candidates.
If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.
So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure.
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