This Is An It Support Group | Cx Continuous Improvement Lead | Sydney
vor 1 Monat
Location(s)
Posting Location: Sydney, New South Wales Country: Australia
Working Schedule: Full-Time
Work Arrangement: Hybrid
Relocation Assistance Available: No
Posted Date: 02-Dec-2024
Job ID: 5502
Description and Requirements The Customer Experience Continuous Improvement Lead will be tasked with enhancing MetLife's customer focus across the business and representing the customer and member where key decisions and improvements are being made.
With a strong focus on our digital ecosystem, this role is responsible for highlighting areas to boost customer satisfaction and outcomes across various digital and customer experience touchpoints.
This role involves identifying areas for improvement, developing strategic initiatives, and working with stakeholders to implement robust solutions to optimise performance.
The ideal candidate will work closely with the Head of Customer and Digital Experience to leverage data-driven insights, seek new ways of capturing and using customer data, and drive a culture of continuous improvement within our organisation.
Principal Responsibilities:
Support digital adoption and success with fund partners, ensuring we are measuring moments that matter and reporting on them effectively.
Own the customer journey in Go-To-Market forums, oversee the capture of data around moments that matter and seek areas for improvement and continuous engagement with our digital platforms.
Lead business reviews, sharing insights, optimisation recommendations and updates, and industry trends.
Represent CXD in Platform Deployment agile pods for new platform launches and enhancements.
Seek best in market improvements to the Insurance experience and help lead innovation.
Understand our customers and members goals and translate them into improvement strategies.
Co-design, map and support in presenting the CX journeys to fund partners.
Lead the enterprise-wide 'customer focus' activities and create the plan for how we evolve our customer culture program.
Act as the internal advocate for customers, translating their needs into actionable solutions for our teams.
Own the third-party customer insights tools, including the relationship with the providers, reporting, account management, upskill and best practice.
Work closely with the Digital CX Analyst to take insights to prioritisation and implementation.
Collaborate with the wider marketing team and contribute to overall strategy planning and execution.
Work closely with our regional counterparts to leverage expertise and share best practices.
Work closely with the data and insights resource to ensure effective storytelling through data and insights.
Leverage any customer capture and feedback tools to enhance the visibility of the voice of customer program.
Knowledge/Skills/Competencies
Required:
5+ years in customer experience across a digital ecosystem.
Confident presenter and public speaker.
Excellent communication and presentation skills; able to simplify complex ideas for any audience.
Experience in supporting a digital strategy, with confidence in making recommendations.
Organised with strong project management skills; able to manage multiple projects and deadlines.
Confident relationship-builder with the ability to engage senior stakeholders and drive outcomes.
Data-driven, with problem-solving skills, focused on delivering customer success.
Creative, curious, and proactive—always pushing boundaries to innovate.
A solid understanding of CX journey mapping processes.
Skilled at using CSAT toolsets such as Medallia, Qualtrics, DXA, etc.
High attention to detail and a passion for problem solving.
The desire to positively contribute to shaping organisational culture and be part of a diverse team.
Key Business Relationships
External business partners Internal departments Regional/Asia and Global Teams Agencies 3rd party vendors Benefits We Offer
When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health.
We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more.
As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.
About MetLife
Recognised on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces for 2024, as well as the Diversity Council of Australia Inclusive Employer Award 2023-2024, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers.
With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future.
United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible.
Join us
#J-18808-Ljbffr
-
Cx Continuous Improvement Lead
vor 1 Monat
Sydney, Österreich This Is An It Support Group VollzeitLocation(s)Posting Location: Sydney, New South Wales Country: AustraliaWorking Schedule: Full-TimeWork Arrangement: HybridRelocation Assistance Available: NoPosted Date: 02-Dec-2024Job ID: 5502Description and RequirementsThe Customer Experience Continuous Improvement Lead will be tasked with enhancing MetLife's customer focus across the business and...
-
Senior Director/Director
Vor 7 Tagen
Sydney, Österreich This Is An It Support Group VollzeitSenior Director/Director - Sydney - This is an IT support groupSenior Director/Director Opportunities within Transfer Pricing and International Tax teamsAbout the RoleAlvarez & Marsal is a leading global professional services firm, providing turnaround management, performance improvement, and corporate advisory services.With 7,000+ professionals across North...
-
Senior Director/Director
Vor 6 Tagen
Sydney, Österreich This Is An It Support Group VollzeitSenior Director/Director - Sydney - This is an IT support groupSenior Director/Director Opportunities within Transfer Pricing and International Tax teams About the Role Alvarez & Marsal is a leading global professional services firm, providing turnaround management, performance improvement, and corporate advisory services.With 7,000+ professionals across...
-
Sydney, Österreich Tideri Jobbörse VollzeitThe Customer Experience Continuous Improvement Lead will be tasked with enhancing MetLife's customer focus across the business and representing the customer and member where key decisions and improvements are being made.With a strong focus on our digital ecosystem, this role is responsible for highlighting areas to boosting customer satisfaction and outcomes...
-
Sydney, Österreich Tideri Jobbörse VollzeitThere's never been a better time to be in energy.And there's never been a more exciting time to be at Endeavour Energy.More than 2.7 million people across New South Wales rely on us every day for the supply of safe and reliable power to their homes and businesses.We employ more than 1,700 people across our catchment, making us one of the largest employers in...
-
Sydney, Österreich This Is An It Support Group VollzeitSenior Directors/Directors/Associate Directors – Expression of Interest - Sydney - This is an IT support group Senior Director/Director/Associate Director Position Alvarez & Marsal (A&M) is a leading global professional services firm specializing in turnaround management, performance improvement, and corporate advisory services. About Our Transaction...
-
Sydney, Österreich This Is An It Support Group VollzeitSenior Directors/Directors/Associate Directors – Expression of Interest - Sydney - This is an IT support groupSenior Director/Director/Associate Director PositionAlvarez & Marsal (A&M) is a leading global professional services firm specializing in turnaround management, performance improvement, and corporate advisory services.About Our Transaction Advisory...
-
Business Improvement Lead
vor 3 Wochen
Sydney, Österreich This Is An It Support Group VollzeitCompany Description Let's create a more sociable future togetherAt Endeavour, we're totally into what we do.With a portfolio that includes Dan Murphy's, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together.Together we share our passion for our products and industry; it's what inspires us to dream big, and continue to create new...
-
Business Improvement Lead
vor 3 Wochen
Sydney, Österreich This Is An It Support Group VollzeitCompany DescriptionLet's create a more sociable future togetherAt Endeavour, we're totally into what we do.With a portfolio that includes Dan Murphy's, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together.Together we share our passion for our products and industry; it's what inspires us to dream big, and continue to create new...
-
Sydney, Österreich This Is An It Support Group VollzeitLocation: WSNBM - Auburn, Blacktown, Mount Druitt, Parramatta, Blue Mountains, Hawkesbury, Lithgow, Penrith, and St Marys.Full-time, temporary opportunity with the possibility of extension.A talent pool will also be created for future PC opportunities.Grade 9 - $125,693 - $129,228 p.a.+ superannuation and annual leave loading 35-hour week with flexible work...
-
Sydney, Österreich This Is An It Support Group VollzeitThe Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe,...
-
Sydney, Österreich This Is An It Support Group VollzeitThe Star Entertainment Group (TSEG) is a publicly listed company on the ASX.Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders.We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible,...
-
This Is An It Support Group | Capability Manager
vor 4 Wochen
Sydney, Österreich Tideri Jobbörse VollzeitHow will I help?As a Capability Manager, you will drive capability development and maximize workforce performance by acting as the product owner for capability initiatives.The role sits within the Business and Wealth COO Banker and Customer Experience function that comprises Strategy & CX, Communications, Business Institute, Process Simplification,...
-
Sydney, Österreich Tideri Jobbörse VollzeitSenior Director/Director - Sydney - This is an IT support group Senior Director/Director Opportunities within Transfer Pricing and International Tax teams About the Role Alvarez & Marsal is a leading global professional services firm, providing turnaround management, performance improvement, and corporate advisory services.With 7,000+ professionals across...
-
Sydney, Österreich Tideri Jobbörse VollzeitYour business & team The Learning Chapter Area is responsible for providing learning and development expertise across the full 'end to end' learning process/cycle.This includes partnering, consulting, designing, developing, implementing, and managing learning initiatives/products that enable our people to acquire the knowledge and skills needed to excel in...
-
This Is An It Support Group | Facilitator
vor 2 Wochen
Sydney, Österreich Tideri Jobbörse VollzeitJob Description Permanent full-time Sydney or Melbourne based How will I help?This role involves delivering TBI programs and coaching using Bersin's 4E Continuous Learning Model to ensure learners meet role accreditation and Westpac Group standards.You will act as a change agent by advocating for the group's strategy and leading innovations in learning...
-
Sydney, Österreich Tideri Jobbörse VollzeitLead Development Consultant Sydney Water is investing $34 billion under our Long-Term Capital and Operational Plan to support the state governments housing targets of delivering 377,000 homes by 2029.As part of this journey, we have permanent opportunities to join the Growth and Development business as a Lead Development Consultant.About the Role: You will...
-
This Is An It Support Group | Managing Principal
vor 3 Wochen
Sydney, Österreich Tideri Jobbörse VollzeitManaging Principal At HDR, our employee-owners are fully engaged in creating a welcoming environment where each of us is valued and respected, a place where everyone is empowered to bring their authentic selves and novel ideas to work every day.As we work to weave diversity, equity, and inclusion into our work and foster a sense of belonging throughout the...
-
Head Of Gi Claims Design
vor 4 Wochen
Sydney, Österreich This Is An It Support Group VollzeitAbout the Role This role is responsible for leading the development of the General Lines (e.g.liability, property/ISR, construction, medical malpractice and professional lines) end-to-end claims process.This pivotal role will involve strategic consideration of how best to deliver claim services to government agencies, the designing and implementing of...
-
Head Of Gi Claims Design
vor 4 Wochen
Sydney, Österreich This Is An It Support Group VollzeitAbout the RoleThis role is responsible for leading the development of the General Lines (e.g. liability, property/ISR, construction, medical malpractice and professional lines) end-to-end claims process. This pivotal role will involve strategic consideration of how best to deliver claim services to government agencies, the designing and implementing of...
