Head Of Customer Strategy
vor 1 Monat
Add expected salary to your profile for insights
Are you committed to bringing your best to life every day?
At MLC Life Insurance, we're proud of our history of protecting Australians for over 135 years.
We provide flexible, affordable, and innovative insurance products to almost 1 million Australians.
We're Australian-led and managed, and part of a global network through our partnership with one of the world's leading life insurers, Nippon Life Insurance Group.
We're driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most – and that's a great purpose to bring us together at work every day.
We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions.
We're a values-driven business that strives for high performance and growth as we look towards the future.
The Role The Head of Customer Strategy and Experience is a senior leadership position responsible for shaping and leading MLCL's Customer Strategy and Customer Experience function.
Playing a pivotal role in uplifting experience and engagement and ensuring that customer-centric thinking is embedded in every area of the organisation, supporting MLCL's vision to be Australia's most trusted life insurer.
The role is the owner of MLCL's customer engagement strategy, experience design, voice of customer program, customer research and insights.
Whilst collaborating and consulting with the MLCL Leadership and Executive teams, this role will be key in designing and implementing a customer experience and engagement strategy that delivers to the company strategy and goals.
As a centre of excellence, you will be key in developing an enterprise customer insights and research function utilising qualitative and quantitative approaches, report insights in an engaging and consumable format that drives action and accountability and be the champion of customer experience and insights, building the voice of the customer and leading the design and optimisation of the end-to-end customer journey across all channels.
Importantly, you will build a high-performing Customer Strategy and Experience Team by fostering a collaborative and accountable team culture, building strong collegiate relationships across the enterprise.
About you You bring 10+ years' leading customer experience or customer strategy, preferably within Life Insurance or Financial Services You have a deep understanding of customer behaviour and attitudes to insurance plus experience in customer research design, voice of customer programs and translation of insights into actionable strategies
With experience in human centred design and service design you also have an exceptional ability to develop the target state experience and orchestrate functions and teams across the enterprise to execute on the vision.
You are a critical thinker with strong problem solving skills and have experience in developing and executing a customer strategy and roadmap, including facilitation of enterprise wide SMEs.
With a proven ability to build a compelling data-driven narrative, you can also present to all levels of the organisation to influence priorities and action.
You have been in previous Leadership roles and so possess the ability to lead cross functional teams, drive organisational change and influence at all levels
Bringing our best to life - why join us?
We do work that makes a genuine difference to our customers, partners and community.We have a supportive, inclusive and flexible team culture, including hybrid working.We support your growth and development, and careers across our business units and teams that are as unique as our people.We reward and celebrate our successes, through our incentive and recognition programs.We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed.
The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position. MLC Life Insurance and Nippon Life Insurance Group – working together to protect Australians when they need it most.
Protecting you sits at the very heart of everything we do – that's why we're investing in your future.
It's also why we've partnered with one of the world's leading life insurers – Nippon Life Insurance Group.
We want to provide even better life insurance options for every Australian – to make sure you have access to life insurance products that are innovative, competitive and flexible enough to change as your needs change.
Source: this is an extract from the company's own website.
MLC Life Insurance and Nippon Life Insurance Group – working together to protect Australians when they need it most.
Protecting you sits at the very heart of everything we do – that's why we're investing in your future.
It's also why we've partnered with one of the world's leading life insurers – Nippon Life Insurance Group.
We want to provide even better life insurance options for every Australian – to make sure you have access to life insurance products that are innovative, competitive and flexible enough to change as your needs change.
Source: this is an extract from the company's own website.
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