Customer Strategy Manager

Summary about this job

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

• Reporting to EM, Customer Strategy & Value
• Sydney, Brisbane or Melbourne

Summary

The Customer Strategy, Design and Innovation (CSDI) team is responsible for leading the customer-centric transformation agenda and driving the organisation’s enhanced focus on customer. 

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 Role

The role of the Customer Strategy & Value Manager is to operationalise the strategic customer segmentation by conducting ongoing analysis to determine ‘where to win’ opportunity pools by market/brand/target segment and developing the ‘how to win’ strategies (e.g. customer value propositions – solutions, brand, offers etc.) to drive customer growth and value.  

Key Accountabilities

• Analyse operational customer target segments and business entity plans, co-develop brand market positioning in alignment with strategic segmentation
• Co-develop brand customer value propositions and networked brand strategy in collaboration with Brand & Marketing and Customer Insights
• Lead the customer value proposition development for the Home, Money, Mobility ecosystems for the target segments in collaboration with Customer Solutions, Customer Innovation and respective business functions for H1, H2, H3.  This will entail developing the clear, simple, actionable articulation of the distinctive value and experience Suncorp will deliver to the chosen set of customers along with the products/solutions, channels, brands, operating model and capabilities that will be needed
• Conduct analysis to identify and prioritise pathways on ‘where to win’ using strategic insights from segmentation, next best action and trigger based analysis across a customer’s potential lifetime value

• Co-develop, communicate, and measure strategy to maximise Group profit through customer portfolio management.  Ensure a clear link from customer to the P&L

• Co-develop the customer strategy and transformation roadmap to drive the vision of future customer experience in collaboration with CSDI and Customer Marketplace.

Skills & Experience

• Tertiary education in business or commerce related degree. Mandatory
• Post-graduate training (e.g. an MBA) in business is an advantage. Desired
• Consulting experience for a Tier-1 player. Desired
• Example of a customer transformation success story
• The Customer Strategy and Experience Design team consists of a mix of valued skills and capabilities
• Demonstrated experience in establishing and managing management level relationships
• The depth and experience across the team will be diverse in background, yet common in underlying critical problem solving skills, leadership and stakeholder management
• The variance in roles across the team will reflect this depth of experience and subject matter expertise

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] on 02 8121 3276