Company:

Marsh

Description:

We are seeking a talented individual to join our Product and Customer Engagement team at Marsh Super. This role will be based in Melbourne or Sydney. This is a hybrid role that has a requirement of working at least three days a week in the office. This senior role is responsible for shaping customer strategy and experience across the end-to-end member journey. You will help ensure the fund delivers a differentiated, trusted and compelling proposition in the market by translating insight, brand positioning and customer needs into practical experience improvements. The role also works across product, marketing, digital, service and advice teams to reduce friction and improve the simplicity of dealing with the fund.

We will count on you to:

- Lead the development and evolution of customer strategy frameworks aligned to business objectives, market opportunities and client needs
- Translate customer insights, market research and behavioural data into strategies that improve acquisition, retention, loyalty and lifetime value
- Oversee customer experience strategies and service models that strengthen end-to-end journeys and differentiate the organisation in market
- Partner with business leaders, product owners, marketing and service teams to embed customer centric thinking into planning, proposition development and delivery
- Lead the development and application of customer insights to inform super fund product, brand, experience and proposition decisions
- Commission, interpret and synthesise research from internal data, member feedback and external reports
- Collaborate with analytics, insights and data teams to assess member sentiment, synthesise findings and inform customer experience priorities
- Lead the development and evolution of the fund’s customer experience strategy, including priorities to improve the end-to-end member experience
- Identify moments of truth across the member lifecycle and help ensure those interactions reflect the fund’s commitments and brand promise
- Work across strategic projects, Financial Advice, administration, contact centre, servicing, product,



marketing and digital teams to improve member outcomes
- Influence stakeholders across the business to prioritise experience improvements and align delivery to brand and customer experience objectives
- Develop and support metrics that measure brand health, customer experience effectiveness and improvement outcomes
- Provide regular reporting and insight to leadership on key themes, opportunities and risks

What you need to have:

- Tertiary qualifications in marketing, business, customer experience, communications, psychology, design or a related discipline
- Experience in research, customer experience, customer insights, proposition development or related leadership roles
- Demonstrated experience translating product or brand positioning into customer or member experiences
- Experience using research, customer insight and market analysis to shape strategic recommendations
- Experience working across complex, cross-functional environments to influence service, operational or experience improvements
- Effective communication and stakeholder engagement skills, with the ability to influence senior leaders and delivery teams
- Experience developing reporting, insight synthesis and strategic recommendations for leadership audiences

What makes you stand out:

- Experience in superannuation, financial services, insurance, banking, wealth or another customer-led regulated industry
- Familiarity with member lifecycle design, service design, journey mapping or customer experience frameworks
- Experience working with contact centres, service operations, administration and advice or service channels

Why join our team:

- We help you be your best through professional development opportunities, compelling work and supportive leaders




- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities
- Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being

Applications can be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a criminal & bankruptcy check prior to commencement of employment.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to providing an inclusive work environment. We aim to attract and retain the best, most qualified people and value colleagues of all backgrounds, without regard to age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

📌 Practice Leader – Customer Strategy and Experience (Sydney)
🏢 Marsh Mclennan
📍 Sydney