Executive Manager, Customer Transformation

3 months ago

Auckland City, New Zealand Suncorp Group Full time

**The Role**:
Suncorp has always had ‘customer’ at the core of its strategy. This includes managing our customer transformation strategy and insights and establishing and embedding programs of work to build customer insight capability to enable better customer outcomes and drive effective customer decisions.

This role will create a roadmap for the improvement and standardisation of customer metrics, consolidation of structured and unstructured feedback sources both internally and externally (VOC, complaints, NPS, insights) and for the transformation of our existing customer insights platforms and data assets to form a cohesive customer insights ecosystem.

**What you’ll do**:

- Represent customer interests through proactive and strategic initiatives to enhance the way we make decisions across the organisation
- Lead a future state strategy for a customer insights program across all streams of work including design and implementation of framework of customer outcome measurement which connects customer feedback and data.
- Develop a strategic pathway for evolution of the customer insights system - integration of points of customer feedback and new ways of capturing insights including opportunities in AI, new platforms and automation.
- Leads and design strategic frameworks to ensure Suncorp meets our regulatory obligations for the customer advocate which enhances the experience for customers, Suncorp’s reputation (regulators, industry bodies etc), informs service improvement and supports quality assurance.
- Designs and leads practices around ‘voice of the customer’ across the business underpinned by NPS, complaints and customer insights data.
- Provides strategic oversight of discovery projects for enhanced metrics that matter and pain point tracking/root cause and enhance their accessibility/availability for decision makers.

**What you’ll bring**:

- Tertiary qualification in Business or equivalent
- Significant experience designing and implementing market leading NPS, Voice of Customer and Customer Insights frameworks / feedback systems and data
- Demonstrated experience in developing and leading strategic governance design and frameworks for customers including risk analysis and project management

**What we can offer you**:

- Free life, salary continuance and trauma insurance cover
- Discounts on Asteron Life & Vero insurance
- Flexible leave of up to four days per year in addition to annual leave
- Positive, inclusive team environment where we welcome individuality and celebrate diversity
- Flexible work arrangements embracing a healthy work/life balance
- $250 annually for gym membership or hobbies
- Ongoing learning and development opportunities

We’re proud to be a part of the Suncorp Group family alongside some of Australia and New Zealand’s most trusted names in insurance - working together to bring about faster, simpler and better outcomes for our customers and corporate partners. Our commitment to strong, supportive partnerships extends to our people as well, and the opportunities and support we provide to help you thrive in your career with us. And with a shared customer-obsession and the digital capabilities to make a genuine difference, you’ll see the meaningful impact you can make for our customers and communities, while watching your own career shine too.

**Advertised**: 17 Sep 2024 New Zealand Standard Time
**Applications close**: 01 Oct 2024 New Zealand Daylight Time

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