The role
will drive the development of superior digital experience as a competitive differentiator for Suncorp and will lead the development and implementation of end-to-end digital customer experience outcomes across Suncorp products and brands through Human Centred Design (HCD) principles.
More specifically, you will:
Provide specialist capabilities to Website and Digital Sales and Digital Service Tribes, as a Centre of Excellence for Digital Experience in the delivery of initiatives Lead the development and implementation of a best of breed digital user experience framework across all digital assets to achieve customer outcomes and meet business goals. Provide Strategic advice & leadership for the Group CoE for UX & Human Centred Design (HCD) Digital Service Design strategy, projects and key initiatives across Digital Distribution Deploy user experience insights to improve customer experience, process, conversion, and sales Support the development of a continuous improvement framework to fix known pain points for our customers and employees Set the strategic vision and provide strategic guidance to a team of digital experts to turbocharge capability and leverage skills across SEO, Content, UX, Personalisation and Online Optimisation. Deliver opportunity growth, application starts and self-service transaction uplift across all websites as part of accountability to drive sales through Search Engine Optimisation (SEO). Maintain contemporary knowledge of emerging technologies, digital trends and competitive initiatives, reviewing and revising strategy accordingly and implementing appropriate action plans for enriched customer experiences. Create an SEO strategy management of the agency relationship, agency selection and holding the agency to account for performance. This role is also the accountable business role for SEO performance for the Group. Meet all revenue, sales targets, performance metrics of our online performance and overarching team targets in the context of being a Centre of Excellence for the Suncorp Group Digital Channel. Work in partnership with Tribes and Technology and Transformation delivery teams to ensure achievement of revenue targets through digital channels – specifically managing the funnel of activity from a customer landing on one of our on-site digital assets to generating revenue or increasing customer take-up of digital self service capability (incl. digital renewals). Maximise reuse of IP, technology and usability whilst ensuring customer experience is differentiated across brands. Leverage internal and external research tools to regularly scan market for competitive and industry intelligence and feed relevant highlights to internal stakeholders Develop and maintain exceptional knowledge of our Digital Sales & Service platform Effectively utilise channel innovations to continually attract new customers, retain existing customers and create further added value opportunities Key Stakeholder Relationships:
Develop and maintain a strong working relationship with Insurance functions, Tribes and with relevant internal leadership teams and functions including Technology and Transformation and CDTO Collaborate effectively to scale and deliver both advanced digital experience solutions to key internal stakeholders Maintain effective working relationships with functional Partners such as Finance, Legal, People and Risk, including to ensure that all legal, risk and compliance requirements are met Develop relationships with partners, external analysts and industry representatives to build a strong professional network Build relationships with third party partners/vendors to better understand their technology and development strategies About You:
Master’s degree is desirable, or equivalent applied knowledge and capability Tertiary qualification in Business – preferably in Business, eCommerce, Information Systems, related disciplines (Mandatory) Min 9 years’ relevant experience Tertiary qualifications, preferably in Business, eCommerce, Information Systems, Marketing or related disciplines Background as an eCommerce and advanced skills centred around understanding & influencing customer behaviour online. Significant experience and understanding of Human Centred Design, UX practices and Online Experience optimisation. Experience driving digital strategies, including eCommerce, and driving commercial outcomes ideally from an insurance or banking environment Experience within a distribution environment preferable or across the sales, product, marketing or customer relationship management activities Demonstrated experience with defining user flows, requirements and providing actionable feedback Proven experience in driving operational improvements to meet broader strategic and actionable initiatives from multiple business functions Key Capabilities:
Technical knowledge
Extensive knowledge of eCommerce, Web Analytics, UX Design and Digital Strong analytical and evaluation skills with demonstrated experience in driving brand awareness opportunities and delivery end-to-end digital user experiences Solid understanding of user behaviour in a digital environment and up to date knowledge of current online marketing concepts, channel economics and trends Leadership and influence
Demonstrated leadership and change management skills at Senior Executive levels Highly developed capability to deliver major programs of IT work (expect minimum of 5 years experience successfully managing projects / programs in the range of $2-5M) Demonstrate superior influencing, negotiation and planning skills required to coordinate and implement Digital strategies with internal and external partners and allocate appropriate resources to achieve such goals. Decision making and problem solving
Strong analytical skills and problem-solving ability Demonstrated strategic thinking ability Ability to develop solutions and courses of action to recommend solutions by using an information base to identify key issues, compare with other data, and determine cause-effect relationships. Communication
Able to communicate complex issues in concise and simple terms to a large range of audiences (especially management at Exec and CEO level), with confidence and in appropriate formats (internal and external) Excellent consultation, influencing and negotiation capability What we can offer you
Discounts and offers on a range of retail favourite stores as well as banking and insurance products. A range of flexible working and leave options, including 20 weeks paid parental leave and unlimited paid emergency response leave. Invest in your brighter future with ongoing study support and career development programs. Give back to our communities with payroll giving, donation matching and paid volunteer leave. Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
