Head of Customer Exp. Design Job Vacancy in Medibank Docklands VIC 3008 – Updated today

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Full Details :
Company Name : Medibank
Location : Docklands VIC 3008
Position :

Job Description : Will you actively create a healthier future for tomorrow?

At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.

We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.

The Opportunity
We’re very excited to bring a Head of Customer Experience (CX) role to market, at a crucial time for Medibank as we continue our transition into a health organisation. The purpose of this role is to create, manage and execute the customer experience strategy and ambition, and to build and nurture the CX capability across the organisation.
This role will be accountable for the oversight of the entire customer experience ecosystem, lifting capability and embedding CX across all departments and liaising with the senior leaders of these areas to ensure all teams contribute equally to provide our customers with a cohesive experience across all stages and touchpoints. A highly collaborative person, you will play a key role in driving advocacy, customer retention, new business growth and profitability whilst driving a customer-centric culture leading to exceptional customer experiences.

Key elements of the role include:
Lead the development and implementation of Medibank’s Customer Experience Transformation Program, in concert with the overall business strategy
Lead VOC program, including analysis of customer feedback, organisational and frontline insights to ensure ongoing refinement of strategy
Lead future-state customer experience design and cross-functional delivery via prioritised customer journey use cases, embedding Human Centred Design (HCD) and best-practice Design Thinking principles to drive step-change improvements in customer advocacy
Collaborate with stakeholders and partners to generate ideas, products and strategies that utilize innovative technology and channels (sch as web, app, mobile, social, search, chat, kiosk) to complement traditional modes of service
Maintain strong internal relationships across Medibank group to ensure all employees maintain a customer-focussed approach in the development and implementation of any project/program
Ensure the customer experience team works in collaboration with all other business functions, consistently supporting design and delivery of great end-to-end customer experience across stages, channels and touchpoints in the customer journey
Lead customer immersion, including research design and synthesis required to ensure proposition is grounded in customer need
Build, lead, coach and mentor the Customer Experience & Design team to achieve high performance and customer centricity

About you
You bring expertise across CX and customer service transformation, with specific skills in service design, journey mapping, product management and digital experience. Strong commercial acumen and a data-driven mindset is required, as is experience leading customer research, analysis, testing and proto-typing solutions. You are a people and thought leader; with an enterprise mindset and proven track record in leading high performing customer experience teams. You have the ability to understand business objectives and align CX accordingly, plus a passion for delivering a world class customer experience. Lastly, we’re looking for a story teller who can engage and influence stakeholders and drive outcomes, and someone who is looking to bring innovation and creativity to drive what’s possible, not just improving on what exists today.

You are MBA qualified (or similar), with a Domain certification (eg HCD). Experience working within regulated markets, and knowledge of the Healthcare industry, legislation and regulations impacting the business is desirable.

A career with us
At Medibank, we believe work is something we do, not somewhere we go. Our modes of working – Collaboration, Connection and Concentration – help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.

The wellbeing of our employees is our priority. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Virtual interviews are always on offer and will not adversely impact your application.

All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.

We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives. To find out more, click here.

To start small and impact bigger.

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