Senior Advisor Customer Experience Delivery
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Posted on:
Yesterday
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1 Vacancy
Job Summary
Senior Advisor Customer Experience Delivery
Job No: 679041
Melbourne - Inner Suburbs & CBD
Max Term Full Time
Insurance
Pay Band 4
- Drive customer led improvements across Motor Claims
- Lead endtoend delivery of initiatives that uplift customer people and efficiency outcomes
- Influence meaningful change across a complex stakeholder network
- 12 month role - any CBD location /hybrid wfh
About the Role:
Motor Claims is committed to continually improving how we support our customers and deliver operational excellence. As a Senior Advisor Customer Experience & Delivery you will play a key role in identifying improvement opportunities and driving the delivery of initiatives that enhance customer experience efficiency and business this role youll manage the endtoend delivery of continuous improvement activities from scoping opportunities through to planning execution governance and embedding change. You will partner extensively across Motor Claims Technology Enterprise Delivery Customer Advocacy Risk Finance and other group functions to ensure that customer needs and operational insights shape decisionmaking and solution design.
This is an opportunity to deliver impactful change drive uplift across the value chain and support Motor Claims in achieving better customer people cost and risk outcomes.
What Youll Do:
- Identify scope and validate continuous improvement opportunities to uplift customer people cost and efficiency outcomes
- Manage endtoend delivery of initiatives including planning governance stakeholder engagement and reporting
- Maintain oversight of the Motor Claims customer experience partnering across teams to design and embed customerled improvements
- Support integration of Group and Enterprise projects into Motor Claims ensuring alignment with operational requirements
- Apply change management strategies to minimise delivery risks and support the successful adoption of new processes or solutions
- Identify and manage risks issues and barriers promoting strong delivery discipline and risk maturity
- Manage operational communications knowledge artefacts governance materials and supporting documentation for Motor Claims
- Act as a customer advocate participating in forums and stakeholder discussions to ensure customerled decisionmaking
- Maintain visibility across a portfolio of initiatives and provide timely status updates to stakeholders and senior leaders
What Youll Bring:
- Experience in insurance claims (minimum 2 years) with strong understanding of claims environments and customer impacts
- Experience delivering initiatives or continuous improvement projects (desired)
- Strong analytical and critical thinking capability with the ability to extract insights and turn them into actionable recommendations
- Excellent communication skills able to tailor messaging and simplify complex information for diverse audiences
- Proven stakeholder engagement and collaboration skills including working with senior leaders and crossfunctional teams
- Strong influencing and negotiation skills to guide decisions and achieve business outcomes
- Ability to manage priorities operate autonomously and adapt to a fastpaced and evolving environment
- Business and customer acumen with a continuous improvement mindset
If you require any support and adjustments to participate equitably in our recruitment process or in the workplace we encourage you to contact for a confidential conversation.
Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time
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Key Skills
- Computer Hardware
- Loan Processing
- Sales Experience
- Continuous Integration
- Iis
- Risk Management
- Banking
- Strategic Planning
- Curriculum Development
- Administrative Experience
- Program Design
- negotiation
