Manager, Customer Experience Governance | NSW - Sydney

Job reference number: ALL/EXT1333632


When you work at Allianz, you’re part of a strong global insurer, helping to protect over 3 million Australians. You’ll have opportunities to grow and drive your career your way, work with people from all different backgrounds, and feel free to bring fresh thinking. And you’ll get the support you need to have an enriching career and enjoy what really matters to you.


The Manager, Customer Experience Governance is responsible for the enterprise wide management and oversight of customer experience programs to ensure they are being delivered on schedule and to the agreed scope, and leveraging global best practice and thought leadership in the area of customer experience.

The Manager, Customer Experience Governance works across the business to understand, prioritise and negotiate program outcomes, and to monitor and report on program budgets and performance to facilitate the successful delivery of programs by ensuring that appropriate resources are in place, and that barriers to delivery are identified and managed.  

The Manager, Customer Experience Governance is responsible for creating a strategic, organisation-wide view of customer experience program activity and key priorities and driving a coordinated approach to leveraging the organisation's resources to achieve a significant step-change in customer experience.

This will involve reviewing priorities, updating information & reporting progress on all key Customer Experience initiatives across the enterprise.

In addition, The Manager, Customer Experience Governance will play a lead role ensuring the smooth running of key “Customer Experience Forums” that comprise senior executives who will oversee and support all matters relating to Allianz Australia Customer Experience. 

Key responsibilities include:

  • Maintain active oversight of all customer experience initiatives across the enterprise, monitoring progress against plan across all live initiatives and maintaining visibility of relative priorities and risks across the initiatives at any given time
  • Proactively identify and anticipate risks to program delivery and works with the business to mitigate these risks and develop an approach to managing any resourcing issues or respond to barriers to delivery
  • Ensure that program priorities and risks are identified in an accurate and timely way to ensure appropriate visibility and management of ongoing program performance
  • Administer key governance processes including the formation and management of “Customer Experience Forum” and any other required steering committees and program reporting
  • Measure and monitor program financial performance against budget, identifying or anticipating issues and implementing remedial actions as required
  • Assess and recommend adjustments to programs based on emerging data, feedback or trends to ensure the ongoing relevance and responsiveness of enterprise customer experience programs
  • Ensure effective communication and integration of customer experience improvement initiatives across the enterprise
  • Manage, support and develop stakeholders in Market Management and across the enterprise to ensure that they are exposed to global best practice and organisational networks, and oversee the delivery of projects and BAU activity across the team to ensure high standard and timely delivery that adds value to business stakeholders
  • Role model collaboration across Customer and Insights and Market Management to deliver solutions to stakeholders that maximise the value of the Market Management function

 To be successful in this role, the position holder must have:

  • Strong program management and governance experience
  • Strong influencing and communication skills
  • A deep understanding of customer experience
  • 5 - 7 years' experience in a similar program or related role
  • Prior experience influencing and leading change across multiple stakeholder groups
  • Undergraduate degree in marketing, business or equivalent

Come and work at a place where you matter. Explore all our opportunities now at www.allianz.com.au/careers.

Come and work at a place where you matter.
Explore all our opportunities now at www.allianz.com.au/careers

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