Marketing Lead, Customer Experience & Retention

At TAL this role is about shaping meaningful customer moments that build confidence and trust in insurance. By designing and delivering thoughtful customer journeys across key touchpoints the role helps simplify complex experiences and empower customers to manage their cover with ease. It plays a vital role in turning insight into action ensuring TAL continues to support people at moments that matter most. The work is fast paced visible and impactful making a real difference to how customers feel about their relationship with TAL.

In this role you will:

• Own endtoend customer campaigns that improve experience retention and commercial outcomes
• Turn customer insight and data into targeted strategies that reduce lapses and build loyalty
• Increase digital and selfservice adoption by simplifying customer journeys and communications
• Lift customer advocacy by delivering initiatives that measurably improve NPS
• Partner with stakeholders to deliver integrated campaigns with clear value and impact
• Evaluate and optimise campaigns to ensure strong return on effort and continuous improvement

Qualifications :

• Hands-on campaign delivery experience confident planning briefing and executing customer or marketing campaigns end to end
• Strong organisational and project ownership skills with the ability to juggle priorities and deliver work reliably
• Customer-first mindset motivated by improving outcomes and experiences that genuinely matter to people
• Collaborative approach building positive relationships and working effectively with diverse stakeholders
• Clear and confident communicator able to present ideas and simplify complex information
• Curious and adaptable thinker open to learning using insight and data to improve results over time

Additional Information :

TAL is one of Australias leading life insurers committed to inclusion and supporting the career growth of our diverse workforce. Were proud to be: 

• An Inclusive Employer Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index 
• Diversity Champions Member of Diversity Council Australia Australian Disability Network Pride in Diversity and Champions of Change 
• Reconciliation Advocates Read our Innovate Reconciliation Action Plan.
• We welcome applications from people with diverse experiences perspectives and backgrounds including Aboriginal and Torres Strait Islander people caregivers individuals living with disabilities people from culturally diverse backgrounds and the LGBTIQ community. 
• Need adjustments during the recruitment process Let our team know by getting in touch with us herewere here to support you.

Youre always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.  

As part of the recruitment process there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History Bankruptcy Entitlement to Work Regulatory and Reference Checks. 

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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyones responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.

Remote Work :

Yes

Employment Type :

Full-time