Customer Experience Lead

• 10-Month Max Term Contract
• Location Sydney Melbourne or Brisbane

About the role:

The Customer Experience Lead will support the execution of change required to achieve Suncorps 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 lead recommendations 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 the oversight of strategic Customer Transformation initiatives by crafting 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.
• 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 by 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 lead oversight of 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
• At least 2 years leadership experience (desired)
• 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

• Depth of understanding in CX digital experience design and/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 the 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.
• Strong understanding of Agile methodology to effectively manage and deliver CX initiatives to foster a shared vision and accountability on the CX program of change

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