Are you committed to bringing your best to life every day? In 2025, MLC Life Insurance is embracing a new brand identity\: Acenda. Under this new brand, we’re taking our long-standing heritage into a new era, empowering a brighter future with security and confidence. Our values-driven business strives for high performance and growth as we look towards the future. As part of the global Nippon Life Group, we will enhance our capabilities and further strengthen our enduring commitment to putting customers at the heart of everything we do. And to support our partners to do the same. We believe that when people have the support, clarity, and confidence they need, they can do their best work and build a future they’re proud of. We encourage our people to take life on – inside and outside of work – to grow and make a real impact for our customers, partners, and each other. The role Reporting into the Senior Manager, Customer Experience, the Senior Customer Experience Lead role is a newly-created role. Using human-centred design principles, design thinking, research methodologies and ideation/facilitation techniques, you will be responsible for leading the design, development and enhancement of Acenda’s Customer and Partner Experience. You will succeed in doing so by translating identified customer and partner pain points into opportunities and initiatives that improve experiences across all areas of the enterprise and support teams across the business to deliver the best possible experiences for our customers and partners at key moments of truth. In doing so, you will foster a culture of customer centricity and creativity, and ultimately deliver tangible commercial outcomes such as uplifting NPS and supporting growth, retention and organisational cost savings. About you An experienced and self-directed Senior CX Designer with a minimum of 7 years of experience in highly regulated sectors such as financial services, you possess a track record of success in creating and supporting the delivery of personalised multi-channel customer experiences. An action-oriented and confident Subject Matter Expert, you expertly define the problem to be solved and the jobs to be done, respectfully challenge the status quo, and apply creativity and structure to support your stakeholders in thinking critically about the customer experience. You are comfortable working in ambiguity and can facilitate, lead and drive discussions or workshops at all levels to gain a higher level of clarity and understanding for your stakeholders. Lastly, you possess the ability to build and maintain relationships with a variety of stakeholders across all seniority levels and cross-functional teams, enabling you to influence meaningful decision making when it comes to executing on crucial complex, strategic design projects. Bringing our best to life - why join us? · We do work that makes a genuine difference to our customers, partners and community. · We have a supportive, inclusive and flexible team culture, including hybrid working. · We support your growth and development, and careers across our business units and teams that are as unique as our people. · We reward and celebrate our successes, through our incentive and recognition programs. · We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave. · We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments. Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.
