Senior Manager, Customer Advocacy Programs | NSW - Sydney

Job reference number: ALL/EXT/1380294

When you work at Allianz, you're part of a strong global insurer, helping to protect over 3 million Australians. We value diverse thinking, so your ideas and innovative mindset will be warmly welcomed. You'll experience a friendly environment working with talented people, where you'll be included and have your capabilities recognised. And you'll be supported to reach your full potential and enjoy an enriching career.

An exciting opportunity has arisen for a Senior Manager, Customer Advocacy Programs to join our newly created Customer Advocacy team, located at our Market Street, Sydney CBD office.

Reporting to the General Manager, Customer Advocacy, this role is responsible for managing the design and implementation of Customer Advocacy programs to support improved customer outcomes.  Pivotal in supporting the development of Allianz Australia's reputation in the community you will help build and maintain trust in our valued customer base.

The Senior Manager, Customer Advocacy Programs is a key influencer in continuously enhancing a culture of customer centricity across Allianz and amongst distribution partners and suppliers.  Through liaising with key stakeholders and the business you will ensure that the voice of the customer is represented in decision-making and operations across the business.

Key Role Objectives

  • Design and implement a portfolio of customer advocacy strategies and programs
  • Develop engagement methodologies and channels to create direct touchpoints with external customers to understand the customer perspective
  • Regularly engage with consumer groups in two-way dialogue to create engagement, insight and understanding about customer drivers and expectations
  • Understand and leverage sources of customer data and insight across Allianz and integrate this with program activity and business engagement
  • Define and track meaningful measures of customer impact and outcomes
  • Share insights from customer engagement and research with other functions in the Allianz Corporate Governance and Conduct Division and beyond, and make recommendations regarding how these insights should be used to shape programs and initiatives to improve customer outcomes and the customer experience
  • Monitor and evaluate the ongoing success of customer advocacy programs based on agreed measures and make recommendations about continued focus and investment for customer experience and advocacy
  • Work with the Senior Manager, Complaints Management, and the Customer & Insights Team in Market Management to identify systemic risks to good customer outcomes and a positive customer experience, and develop forward thinking opportunities to innovate and improve customer outcomes
  • Work with the business to identify and address actual and potential conflicts of customers' interests with those of Allianz Australia and its partners
  • Represent the customer voice in policy, process and decision-making, and partner with other organizational stakeholders to ensure continuous improvement of the customer experience
  • Remain abreast of key industry trends and regulatory developments, and their implications for the function and the business.

About You

The successful applicant will have demonstrated leadership experience as a high achiever in a customer advocacy or similar role.  Ideally you will have experience within insurance or financial services.  You will possess the following skills:

  • The ability to influence and drive customer-focused outcomes
  • Strong problem-solving and judgement built on a combination of commercial acumen and service orientation
  • An innovative mindset and a willingness to challenge the status quo in pursuit of continuous improvement of customer outcomes
  • Strong communication and listening skills

What's On Offer

This role will present a great opportunity to join a global iconic insurance organisation, which is transforming through an exciting time of change and growth.

A competitive remuneration package including an excellent employee benefits and discounts program awaits the successful applicant, as does a supportive culture and leadership team.

A supported learning, development and career planning pathway also await you.

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