Manager Member Experience

Job description

Manager Member Experience – RAA Partnership – Australia

RAA has proudly served South Australians since 1903, offering trusted insurance, motoring, travel and home services to over 830,000 members. With a strong commitment to our purpose- better for members better for our community- RAA is passionate about creating a safer, more sustainable future.

To continue providing the high level of service our members know and trust, RAA’s general insurance business is proudly backed by Allianz Australia Insurance Limited- part of the global Allianz Group. This partnership brings together RAA’s deep local understanding with Allianz’s global expertise, delivering the best of both local care and international strength for our members.

About the role

• Define and deliver the member experience strategy for the RAA Portfolio whilst deepening the customer obsession across Allianz.
• Identify and implement continuous improvement strategies, ensuring active member engagement and driving measurable changes.
• Shape organisational decision-making by advocating for the RAA member voice.
• Analyse member data and research to define opportunities anddrive strategic processes to improve member experience and bring customer obsession to life.
• Drive the planning, development, and execution of annual business and member experience plans, guaranteeing alignment with KPIs, targets, and reporting.

About you

• Proficient Customer Experience leader with extensive experience in member organisations, financial institutions, or the insurance sector.

• Experienced leading initiatives to enhance member experience through innovative, customer-centric design thinking, ensuring solutions are tailored to meet the evolving needs and expectations of our members.

• Comprehensive experience designing and leading the delivery of initiatives to drive improvements in customer experience.
• Proven experience embedding processes to better understand member journey aiming to drive experience enhancement strategies.
• Excellent communicator and have strong stakeholder management skills, able to guide and influence decision making to drive operational outcomes.
• Capable of facilitating presentations and workshops for senior stakeholders across Allianz and RAA, while providing regular reporting, analysis, and strategic commentary on member