Customer Experience Manager

Company Description

• Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health
• Enjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support your lifestyle
• Open to candidates from Sydney or Melbourne

At TAL, we’re supported to live our best lives. With flexible and blended working options, discounted insurance, and wellbeing initiatives, we know we’re valued. 

You’ll work alongside some of the brightest and most capable colleagues in the industry, with leaders who inspire, support, and include everyone. We foster a culture where everyone belongs. 

Collaborating in person strengthens our social bonds and powers better problem-solving. Together, we face challenges and grow stronger. We connect to include, celebrate, reward, and recognise each other. 

Job Description

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

Qualifications

• Experience delivering customer communications or CX initiatives that improve understanding, engagement and outcomes
• Ability to simplify complex information into clear, human language that customers can easily act on
• Confidence working in regulated environments while balancing compliance with customer needs
• Strong stakeholder skills, with the ability to collaborate, influence and keep delivery moving
• A hands-on, solution-focused approach with a track record of turning ideas into tangible improvements
• Customer-first mindset, with a passion for creating simple, relevant experiences that build trust and retention

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be: 

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index 
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change 
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community. 
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here—we’re here to support you.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.  

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks. 

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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.

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