CX Governance Lead - 12 Month Max Term

CX Governance Lead

• 12-Month Max Term Contract
• Location Sydney, Melbourne, or Brisbane

About the role:

The CX Governance Lead will support the execution of change required to achieve Suncorp’s Customer Ambition. The role will collaborate with functional business areas to identify and drive positive change to customer experiences by focussing on ways to remove friction in their journey and interactions.

The role will work with stakeholders to drive and influence recommendations, as well as monitor &track performance and delivery across functional business areas to ensure delivery is data driven, aligned to our Customer Ambition and consistent across the customer journey.

More specifically, you will:

• Work cross-functionally to support the Customer Governance Manager in driving insights into action by aligning initiatives for actions which address key customer pain points, in line with business objectives and performance metrics. 
• Support and maintain a view of all customer improvement initiatives across each function, through regular engagements with key CX stakeholders. Identifying opportunities and emerging issues for further investigation and creating connections across the value chain/portfolios to support alignment.
• Contribute to strategic Customer Transformation initiatives, supporting a clear roadmap to clarify ‘what success looks like’. This requires success benchmarks to be clearly articulated, achievable milestones outlined, and a compelling vision communicated across teams. 
• Provision of governance across a range of customer governance forums and customer reporting, collaborating with key CX stakeholders.
• Support oversight of end-to-end customer experiences and partner with key stakeholders to identify, highlight and address project risks, dependencies and blockers at appropriate forums and work towards CX goals.
• Support the development of strategic initiatives through participation in ideation workshops, identifying areas requiring further research, and supporting activities such as stakeholder interviews, competitive analysis, and customer journey mapping.
• Contribute to the development and champion practical frameworks, customer value propositions (CVPs) and measurement solutions that enable collecting and acting on customer feedback and improve customer centric decision making at Suncorp. 
• Conduct customer and competitive explorations to identify opportunities to improve customer experience and create customer value.

About You:

• Relevant tertiary qualification (e.g. Business, Finance, Commerce) or relevant professional experience.
• 3-5 years commercial experience in insurance or financial services
• Demonstrable experience within a similar position
• Proven experience in working with a broad range of stakeholders and navigating complex organisational structures.
• Experience within both functional and Group roles (desired)

Key Capabilities/Technical Competencies:

Customer & Knowledge

• Understanding of CX, or depth of customer value proposition design and delivery experience.
• Skilled ability to contribute to and understand strategic perspectives, and translate to tactical
• actions.
• Skilled ability to deliver impactful customer experience initiatives within timeframes and budget.
• Ability to develop succinct customer insights from data, analytics and research, and to create actionable strategies, plans and measures of success.
• Committed to increasing customer experience and delivering high quality solutions within required timeframes.
• Understanding of the business and markets/industries in which Suncorp operates.

Leadership and influence

• Demonstrated ability to influence, negotiate, prioritise and plan in partnership with other key stakeholders.
• Strong communication, presentation, and stakeholder management skills.

Decision making and problem solving

• Strong analytical skills and problem-solving ability.
• Demonstrated ability to seek out information and break down problems and situations into components, options or alternatives.
• Ability to develop solutions and courses of action and frame recommend solutions to meet the required standards of the targeted audience.

Communication

• Able to communicate complex issues in concise and simple terms to a large range of audiences, with confidence and in appropriate formats (internal and external).
• Strong influencing and negotiation capability.
• Strong ability to develop and maintain internal and external relationships.

Planning, Organisation and Continuous Improvement

• Establish a process to complete goals and allocate time/resources to achieve such goals; strong ability to work to a deadline (including manage others to those deadlines) and to manage multiple and potentially conflicting timeframes and priorities.
• Ability to identify opportunities for improvement and implement.
• Actively seek feedback on performance and take responsibility for own development.
• Understanding of Agile methodology to effectively manage and deliver CX initiatives to foster a shared vision and accountability on the CX program of change

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Advertised: 25 Jun 2025 AUS Eastern Standard Time
Applications close: 04 Jul 2025 AUS Eastern Standard Time