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 Head of Customer Strategy and Experience, the Senior Manager, Customer Insights role is a newly-created yet pivotal role within the leadership team, responsible for embedding the voice of our customers into the heart of decision-making here at Acenda. Leading a team of VoC and analytics specialists, you’ll own the strategy, delivery, and continuous improvement of our Voice of Customer program and customer insights capability. Your mission\: drive a cultural movement in which our business listens to, learns from, and acts on what matters most to customers, and delivers real and long-lasting commercial impact. You’ll be responsible for: · Driving the design and execution of our enterprise-wide VoC program, and ensuring it’s embedded across the customer lifecycle. · Leading the installation and embedment of an insights-to-action program that brings cross-functional expertise together to understand what our customers and saying and what we need to do in response. · Leading customer and partner analytics, turning data into insights that support strategic, commercial, and operational decisions. · Influencing all levels and parts of our business to take ownership and accountability for delivering action from insight, creating a true customer-centric culture · Building clear and compelling customer scorecards, dashboards, and storytelling tools that influence at all levels of the organisation. · Leading a high-performing team of SMEs across VoC and data analytics, creating a culture of curiosity, accountability, and action. · Translating insights into clear, actionable recommendations for business units to improve customer experience and business performance. This role is about more than reporting metrics. It’s about demonstrating depth of understanding of the customer need, and enabling the enterprise to listen, understand, and act on those needs with clarity and confidence. About you You’re a senior insights and analytics expert with 10 years' experience with a minimum of 5 years of experience in a leadership capacity, ideally within financial services or a similarly complex environment. You’ve led, implemented and delivered VoC programs that go beyond surveys - incorporating feedback loops, performance measurement, and enterprise-wide engagement and can speak to your success in driving impactful and lasting change in the organisations you have worked in. You have deep experience working with customer and partner data, developing insights that influence strategic priorities, product development, and operational efficiency. Your experiences will enable you to drive insights into action, as the programs you have led continuously improve and mature. You’re as adept on the tools and supporting insights analysis as you are engaging senior stakeholders on the frameworks and governance required to embed and sustain a voice of customer and ‘insights-to-action’ program. You’re a natural storyteller who can distil complex data into insight that drives decision-making, and you know how to embed this thinking across an organisation. Lastly, you thrive in a fast-paced, collaborative environment and are passionate about building teams, coaching talent, and leading change. 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 and our Family Life hub. · 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.
