Executive Manager, Customer Transformation & Insights

at  Suncorp Group

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

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.