Customer Engagement Manager

Summary about this job

Detail information about job Customer Engagement Manager. Terms and conditions vacancy

• Lead the customer-centric transformation agenda
• Sydney, Brisbane or Melbourne based
• Flexible working arrangements i.e. work from home 1 day per week

• Lead the customer-centric transformation agenda driving the organisation’s enhanced focus on the customer
• Join the Customer Strategy, Design & Innovation team within the Customer Marketplace Function
• Sydney, Brisbane or Melbourne based

Summary

The CSDI team leads the identification of new or improved customer growth opportunities to address customer needs for both digital and non-digital interactions across the business.  The Customer Strategy and Experience Design team is part of the CSDI team within Suncorp’s Customer Marketplace Division and is responsible for:

• Defining the customer strategy in alignment with the overall corporate strategy
• Designing customer experiences across channels
• Driving ongoing customer experience improvements 

The Role 

The purpose of the Customer Engagement Manager role is to work with stakeholders from across the business to develop and coordinate detailed plans that link customer engagement and customer related initiatives to the Group’s overall Customer Strategy. 

 Key Accountabilities

The role will be responsible for a range of activities related to the prioritisation and co-ordination of key customer initiatives, specifically:

• Working with key stakeholders from across the business to identify and prioritise key customer engagement plans and initiatives; 
• Working across the Group to ensure alignment and consistent understanding of priorities for key customer segments and customer engagement initiatives (e.g. signature plays);

• Developing detailed customer engagement implementation plans and co-ordinating the management and monitoring of these plans;
• Preparing reports, presentations and documents to articulate and explain long term plans for specific customer engagements; 
• Establishing a compelling narrative on how we will ‘create value for our customers through engagement strategies, supported by key customer metrics and performance indicators; and

• Ensuring the customer engagement plans and priorities are aligned to Suncorp’s culture, cost and capital strategies

Skills & Experience

• Minimum 5+ years of experience in a strategy role, preferably in Financial Services
• Previous experience in a customer experience role within a large financial sector organisation
• Strong understanding of the financial service market and customer base
• Experience and competency in the areas of customer-centric design and data-driven marketing 

• Tertiary education in business or commerce related degree (Desired)
• Post-graduate training (e.g. an MBA) in business is an advantage (Desired)

• Experience in influencing management on customer strategy and opportunities.

• Understanding &/or background related to the value chain often associated with Customer C initiatives (Data, Technology, Customer Insight/Psychology, Change management)

Benefits

• Flexible working arrangements e.g. work from home 1 day per week
• Employer of Choice for Gender Equality for fifth consecutive year, 2018
• Money magazine’s Bank of the Year and Business Bank of the Year, 2018

About the Company

Since 1902, we have created value for stakeholders while being a responsible and resilient business. Today, we are a top 20 ASX-listed company with $97 billion in assets. We employ approximately 13,400 people and serve close to nine million customers across Australia and New Zealand

Culture

Working as part of the Suncorp Group you will have access to an unparalleled range of job opportunities across insurance, banking, wealth management and corporate services. We promote a high performance culture where people are rewarded for effort and dedication. We recognise and value commitment and encourage our people to maintain a healthy balance between their career and personal time.

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For further information please contact [email protected]