Head Of Customer Experience Platforms

Vor 2 Tagen

Sydney, Österreich Zurich 56 Company Ltd Vollzeit

Head of Customer Experience Platforms118922Zurich's AU & NZ business has three core segments: Retail, Group Insurance, and General Insurance, which 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. Our strategy is centered around accelerating our digital transformation, growing efficiently in all our core markets, and exploring opportunities for growth.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 differenceReporting 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.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).Ensure we have the right technology and interconnectivity to meet business outcomes – working closely with the technology team.Integrate AI into the customer engagement – working closely with the AI platform team.Collaborate with the brand, marketing, and design teams to ensure alignment with strategy, roadmap, and delivery.Work closely with the data and data architecture team to ensure the data meets the needs of the engagement platform.Implement rationalisation, re-platforming, or rearchitecting to ensure modernisation of platforms.Design, set-up, and iterate on the operating model including the resources required to deliver optimal outcomes.Ensure delivery of business outcomes including customer efficiency and controls, prioritising initiatives based on value.Important to your success - let's grow togetherExperience in transformation of key business areas including strategic planning, execution, and change management.Experience in marketing and engagement optimisation.Experience in customer lifecycle correspondence and template management.Strong analytical skills ensuring data-based decisions are made.Broad technical knowledge of marketing tech, customer engagement platforms, and digital platforms.Experience in Salesforce, Smartcomms, and AWS would be beneficial.Ability to engage and develop relationships with business stakeholders.Experience in incorporating agile methodologies.A track record of innovation including an understanding of AI opportunities.Ability to manage vendor negotiations and ongoing vendor management.Passion, Drive, and Emotional intelligence.Belong. Zurich is here to support youZurich offers many benefits, including:5 weeks leave per year for permanent staff and 15 days personal/carer's leave.Career growth with award-winning training programs.Work with global, diverse, and inclusive teams.Access to programs for health and wellbeing, including a AUD$500 wellbeing payment.Volunteer opportunities and a commitment to sustainability.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, please let us know at the time of your application.If you want to come on an adventure that will build a brighter future together, please apply today.
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