Senior Manager, Customer Experience

Job Description

Job Description - Senior Manager, Customer Experience (2500000W) Description 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 Reporting into the Head of Customer Strategy and Experience, the Senior Manager, Customer Experience role is a critical role within the leadership team. You will be responsible for establishing and scaling our Customer Experience and Design function into a best-in-class capability that drives business value through human-centered design excellence. You will play a pivotal role in elevating our customer experience and engagement, by embedding design thinking and customer-centricity into the way we think, deliver and engage with our customers. You will also be responsible for the experience design practice and lead a multi-disciplinary team of designers, researchers, and CX specialists to deliver end-to-end experience transformation. About you A seasoned Customer Experience professional, you possess a minimum of 10+ years of experience within a highly-regulated environment such as the life insurance and/or financial services sector. Your deep experience and knowledge in human-centered design, service design methodologies and their practical application in complex business environments have enabled you to deliver on various organisational-wide voice of customer programs and execution of insights. You continue to play a hands-on role in developing a customer experience improvement roadmap, including facilitation of enterprise-wide discussions with SMEs and leveraging any data and insights to enable meaningful decision-making. Lastly, you are a passionate people leader with a strong desire to continually develop and mentor a team of dedicated UX and CX specialists to support them in achieving their professional and personal goals. 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. #J-18808-Ljbffr