Customer Experience Manager

Customer Experience Manager

The Company

Our client is a well established life insurance provider with a proud history of protecting Australians and their families.

With a strong focus on purpose, innovation and community impact, they are committed to helping customers live with more choice, confidence and security, no matter what happens.

The Opportunity

An exciting opportunity has arisen for a Customer Experience Manager to join a collaborative Customer Propositions team.

This role is all about exploration and direction setting, shaping how the business improves experiences at the moments that matter most to customers.

You will map opportunities, build the case for change and secure stakeholder buy-in, before handing over a clear, well supported plan for others to bring to life.

Key Accountabilities

• Explore and map the end to end customer lifecycle to identify where clarity, simplification and proposition renewal will have the greatest impact


• Investigate opportunities to modernise ageing customer propositions and bring fresh thinking to how their value is communicated


• Shape the direction for key customer journeys, including new applications, onboarding, anniversary and payments, identifying where friction can be reduced


• Build compelling recommendations and business cases that clearly link proposed changes to improved customer outcomes


• Partner with stakeholders across product, legal, compliance, risk and digital teams to test thinking, surface trade offs and gain approval for recommended direction


• Translate strategic direction into clear plans and briefs, setting up a smooth handover for delivery teams to execute

Ideal Experience

• Background in customer communications, campaigns or customer experience within a regulated industry


• Strong understanding of customer journey mapping and experience design principles


• Ability to simplify complex information and build a compelling, well evidenced case for change


• Confident stakeholder management skills, with the ability to bring diverse teams along the journey and resolve competing priorities


• Comfortable balancing regulatory considerations with customer engagement objectives

Why Apply

• Play a lead role in shaping customer experience strategy for a well known, purpose driven organisation


• Enjoy a strategic, exploratory scope, without being tied down in implementation detail


• Join a collaborative team that values fresh thinking, clarity and getting the direction right

To have a confidential chat, please contact Jarryd at jbarker@parityconsulting.com.au

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