Customer Communications Manager

Job Description

Take the next step. Be part of something bigger at Suncorp. The Customer Communications Manager will be highly motivated and is responsible for developing and executing communication strategies that create connected, meaningful, personalised, and timely customer communications to deliver a consistent brand voice, improved customer understanding, increased loyalty and customer satisfaction, reduce detraction and complaints, uplift engagement, and ensure a consistent brand voice across the customer journey. The role will establish success measures to enable effective monitoring and identification of improvements required to support continuous improvements. More specifically, you will: Support the Head of Customer Experience to drive customer obsession, with the goal of increasing customer satisfaction, resolving pain points and reducing detraction. Develop a deep understanding of what drives critical customer perceptions of the brand (NPS, service quality, trust) that impact customer behaviours. Drive the development, activation and ongoing management of the Customer Communications Strategy, Standards, and Guidelines across the enterprise. Develop and maintain oversight of the Assurance (Audit) Framework to ensure adherence to the Standards and Guidelines across the enterprise. Act as a connection point for the functional business areas (including T&O, Docs & Notices, Policy Operations and DI) to monitor adherence to the Strategy, Standards, and Guidelines, as well as drive and/or support ongoing Customer Communications requirements. Develop and orchestrate change management requirements to ensure consistent adoption of the Standards & Guidelines across the business, including identification and management of risks (compliance and regulatory), issues, blockers, and overall governance. Actively demonstrate and promote strong risk maturity and awareness. Support functional business teams to develop campaigns to educate, inform and engage customers about their policies as well as other products and services as required. Create effective customer feedback mechanisms and monitor feedback from existing ones (e.g., surveys, employee feedback, and complaints) to identify opportunities for improvements. Lead a culture of customer collaboration within the broader business by building engaged and collaborative relationships with key stakeholders to deliver against portfolio objectives and Customer Ambition. Build and promote a customer-obsessed team, who can navigate complexity and provide challenge to create a culture of simplicity, innovation, and continuous improvement. Lead and develop the capability of others through effective coaching, mentoring, and professional development. Contribute to the annual planning processes, such as supporting the development of business cases and economic modelling for key initiatives. About You: Tertiary qualifications in Project Management, Business, Communications, and/or related qualification. Minimum 5 years in insurance and/or financial services experience. Minimum 3 years Customer Experience and Customer Communications experience. Experience working with senior stakeholders and developing and driving large scale change. Experience within both functional and Group roles. Customer & Knowledge: Advanced Communications experience, including the development of customer communication strategies to drive increased engagement and clarity for customers and employees (including digital marketing and social media). Skilled ability to contribute to and understand cross-functional perspectives, translating them to solutions and/or action to deliver impactful customer experience initiatives within timeframes and budget. Ability to analyse data and use insights to drive strategy and continuous improvement. Technical literacy and understanding of technical assets, comfortable with articulating, managing, and developing technology solutions to support business processes. Ability to articulate and understand data sources and constructs, analytical methods, and techniques. Knowledge and application of relevant compliance standards, legislative requirements, and industry codes. Leadership and Influence: Autonomous prioritisation and ability to manage business activities to achieve goals within timeframes. Ability to build constructive and working relationships with key internal and external stakeholders. Ability to negotiate and influence stakeholders including senior leadership to achieve business objectives. Adaptable to a fast-paced operating environment within a continuously changing landscape. Decision Making and Problem Solving: Advanced commercial acumen with strong knowledge and understanding of key business drivers. Advanced critical thinking with the ability to analyse information, identify key issues and develop in-depth actionable insights to drive performance improvement and make effective decisions. Communication: Strong communicator with the ability to tailor communication to the audience to articulate complexity. Strong influencing and negotiation capability with a constructive and collaborative style. Strong ability to develop and maintain internal and external relationships. Planning, Organisation and Continuous Improvement: Advanced delivery skills with an ability to establish priorities, drive development and monitor within deadlines, including having to manage multiple and potentially conflicting timeframes and priorities. Advanced change capability with proven success implementing and embedding significant change. Ability to create strategies to turn succinct customer insights into actionable opportunities for improvement. Strong ability to lead high performing teams, fostering engagement and enablement. Proven ability to work collaboratively with a diverse range of stakeholders. We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer-obsession and supported at every step of the journey. What we can offer you: Discounts and offers on a range of insurance products. A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave. Invest in your brighter future with ongoing study support and career development programs. Give back to our communities with payroll giving, donation matching and paid volunteer leave. Prioritise your work/life balance with our robust employee assistance program and dedicated employee council. Advertised: 21 Jan 2025 AUS Eastern Daylight TimeApplications close: 28 Jan 2025 AUS Eastern Daylight Time Don't see your dream job posted? No problem, sign up for job alerts and we'll let you know once something becomes available. #J-18808-Ljbffr