Company Description

Welcome to This Australian Life.

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart. Why not see where we can go?

Job Description

Our ambition is for customers to understand and value their cover, and be confident that we’ll be there when they need us most. This role is focused with bringing this ambition to life for members in our Group channel. Our ambition is for customers to understand and value their cover, and be confident that we’ll be there when they need us most. This role is focused with bringing this ambition to life for members in our Group channel.

Specifically, this role is responsible for establishing our member experience strategy and developing and delivering a range of initiatives/programs to drive member engagement in insurance, from awareness and understanding of their default cover through to digital solutions.

We see Member Experience as the combination of our people, process and technology and this role/team will drive the vision for our end to end member experience for our Group Partners.

Working alongside Propositions Development, Digital and Data and Marketing & Communications teams, this role has a strong focus on analysing data to better understand members and their interaction. It requires a curious person to develop relevant insights, a detailed individual that can critically review and optimise processes working with experts, and an inspiring team player that can navigate complexity and deliver digital member-focused initiatives and propositions.

In this role you will be required to measure impact, strive for innovative solutions, report on success and learnings, and focus on proactively engaging internal and external audiences.

In this role you will:

Member Experience Strategy

Monitoring and analysing market developments along with customer research to formulate a strategy and roadmap for engaging members in their group insurance

Aligning the roadmap to broader member engagement roadmap, group roadmap, technology, and individual fund roadmaps

Delivery of Member engagement initiatives (50%)

Pilot and scale successful programs co-ordinating across TAL, including working with Continuous Delivery, Operations, Client Managers, Product and Pricing, and the Innovation teams

Working with internal and external stakeholders to design experiences that take into consideration operating models, mitigate risks, map processes, gather requirements and manage the implementation to jointly build successful productions solutions

Proposition development and delivery:

Lead member-centric digital experience across online and traditional channels

Manage a portfolio of deliverables across Group Life and Investments

Work with key internal stakeholders to review and develop digital experience in line with TAL's design principles

Work with external vendors to design solutions and manage delivery against statements of work

Plan and manage market research and member testing

Develop communication plans, including implementation or release management

Run campaigns and measure success

Data analysis and insight development

Identify opportunities to use data and emerging technologies to improve the member experience

Translate data requests between technical and business users

Analyse and interrogate data to identify patterns and trends, generate insights or consider solutions

Produce regular reports based on member experience interactions

Develop dashboards on website analytics

Partner Engagement

Work with Partnerships team to engage our partners in the Member Engagement program(s), securing buy-in and delivering the program to our partner funds

Qualifications

To be successful in this role you will have:

Strong business acumen.

Customer experience design.

Excellent communication, presentation and facilitation skills.

Demonstrates ownership and thrives on accountability.

Highly organised and proficient at stakeholder management in complex stakeholder/technological environments.

Ability to think strategically and creatively, and execute with detail.

Strong analytical and data skills.

Willingness to learn new skills and proactive can-do attitude.

Experience working with partners, IT teams, external vendors and managing agencies.

Tertiary education

Min. three years’ experience in a process improvement or business analysis role with experience in projects

Digital and marketing automation / CRM technology

Relevant qualification in digital, CX, marketing, communications (desired)

Agile methodology and tools (e.g. JIRA or Rally) (desired)

Digital analytics such as AA or Google Analytics (desired)

Data visualisation tools e.g. Tableau (desired)

Additional Information

Work is a big part of this Australian life, and we work hard to make it one of the best parts. We don’t just say it; we do it. We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

We know the value of having different people from all walks of life, with varied points of view and attributes regardless of their age, ethnicity, religion, sexual orientation, gender identity, intersex status or any disabilities they might be living with. We strive for a diverse and inclusive workplace where a sense of belonging encourages people to bring their full selves to work.

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.