Customer Experience Governance Manager

• Secondment role to October 2026
• Location Brisbane (Preference) Sydney or Melbourne

About the role:

The CX Governance Manager will collaborate and support functional business areas to identify and drive positive change to uplift customer experiences by focussing on ways to remove key customer pain points from the end-to-end customer journey.

The role will help orchestrate change by developing and facilitating a Governance Framework and cadence that supports cross-functional activity to ensure change is data driven and executed in line with our Customer Ambition.

More specifically you will:

• Maintain oversight of the end-to-end Insurance Australia customer experience and partner with key stakeholders to drive continuous improvement along the value chain by identifying ways to remove pain points and improve the customer experience.
• Develop a deep understanding of the metrics and key drivers (NPS service quality trust) that impact customer behaviours.
• Accountable for developing and governing best practice governance frameworks and tools to ensure consistency in identifying developing monitoring and evaluating strategies and solutions to improve the customer experience across the customer journey eg cross-functional Governance and Audit Frameworks.
• Facilitate customer and competitive deep dives to identify opportunities to improve customer experience and create customer value.
• Develop and lead a governance cadence to monitor and track customer performanceand support action planning to address emerging customer issues through tribes / business areas.
• Identify strategic opportunities and support the development and operationalisation of the customer strategy for Insurance Australia.
• Accountable for supporting program financials and benefit realisation oversight including maintaining relevant artefacts and producing reports and/or insights as required.
• Build and promote a customer obsessed team able to navigate complexity to create a culture of simplicity innovation and continuous improvement.
• Ensure functional business areas understand and align to the customer value propositions (CVPs) so that initiatives are developed and implemented in line with these.
• Collaborate with functional business areas and enabling functions to proactively consider identify and manage risk (including compliance and regulatory) issues and blockers.
• Actively demonstrate and promote strong risk maturity and awareness.
• Contribute to the annual planning processes such as supporting with the development of businesses cases and economic modelling for key initiatives.
• Lead a culture of customer and collaboration within the broader business by building engaged and collaborative relationships with key stakeholders to develop an integrated roadmap to deliver against portfolio objectives and Customer Ambition.
• Lead and develop the capability of others through effective coaching mentoring professional development succession planning and performance management.

Key Stakeholder Relationships:

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 project management and/or Process & Governance experience.
• Experience working with senior stakeholders and developing and driving large scale change.
• Experience within both functional and Group roles.

Key Capabilities:

Customer & Knowledge

• CX UX or EX design and/or depth of customer value proposition design and delivery experience.
• 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.
• Understanding of customer personas business and the markets/industries in which Suncorp operates.
• 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.

People Leadership

• Strong ability to lead high performing teams fostering engagement and enablement.
• Proven ability to work collaboratively with a diverse range of stakeholders

Advertised: 10 Jul 2025 AUS Eastern Standard Time
Applications close: 18 Jul 2025 AUS Eastern Standard Time