As a Customer Experience Manager, you'll play a hands-on role in shaping how customers experience TAL by simplifying interactions, modernising propositions and removing friction across key journeys. Working across channels and initiatives, you'll drive meaningful improvements that help customers better understand and value their cover. This role is central to TAL's mission of supporting Australians to live better lives, delivering tangible outcomes through clearer communication, more seamless experiences and stronger customer engagement, ultimately building trust and long-term relationships with the people we serve.
In this role you will:
Drive end-to-end CX improvements across key lifecycle moments to enhance customer understanding and engagement
Simplify communications and experiences so customers clearly understand the value of their cover at every touchpoint
Lead redesign of critical journeys to remove friction, reduce delays and enable confident customer action
Modernise propositions to ensure relevance and visibility across channels, strengthening customer connection and value
Partner cross-functionally to deliver seamless, customer-first outcomes while navigating regulatory requirements
Improve retention and experience quality by addressing moments where customers lose clarity, confidence or connection
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