Customer Experience Lead

• Up to 12-month secondment opportunity
• Flexible working locations of Brisbane, Sydney, Melbourne or Newcastle

As a Customer Experience Lead, you’ll work in understanding and shaping the customer experience across our sales and service processes. You’ll collaborate across the customer value chain, using industry insights and customer feedback (including Voice of the Customer, complaints, and NPS data) to identify, design, and deliver improvements that enhance the end-to-end service experience. You will also support the management of critical Customer Service CX assets, such as the conversation model, continuous improvement framework, customer journey maps, support squads, and initiative reporting.

What you’ll do

• Work across the business to ideate and design new initiatives, programs and systems to improve the customer experience and business growth
• Work with key stakeholders to ensure the right tools are in place for collecting and acting on customer feedback (e.g., Complaints insights, Voice of Customer, NPS.)
• Work with the Manager Customer Experience to develop a program of work to improve NPS and Customer Service key metrics and assist with governance and reporting
• Partner with the business to drive continuous improvement along the value chain to design, develop, implement, and track initiatives that remove key pain points and improve the customer experience
• Facilitate Customer Forums bringing together key owners of the customer value chain to share insights and optimise the customer journeys across Insurance

What you’ll bring

• Tertiary qualifications in a business-related discipline.
• Intermediate to advanced project management skills (5+ years) highly desirable
• Knowledge of Agile and Squad methodologies advantageous
• Previous business improvement and change management experience

• Ability to use customer and commercial information and acumen to enhance business performance

If this opportunity sounds like the challenge, you have been looking for, please apply online today. For further information regarding this position, please contact luke.morandini@suncorp.com.au

 Consumer Insurance_Customer Service_Customer Experience Lead (1).docx

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Advertised: 07 May 2025 AUS Eastern Standard Time
Applications close: 14 May 2025 AUS Eastern Standard Time