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Customer Experience Specialist

Job Requisition Number:  5144
Date:  15-Apr-2021


Here at ahm, we like to keep things simple.


We’re the sort of people who care about delivery first and fancy titles second. A proud bunch, we’re determined to create positive experiences for our customers. We work flexibly, like disruptive ideas and aren’t afraid to challenge ‘normal’. It’s just how we do things around here – it helps us all to be at our best.


About us


We’ve been around long enough to know that lots of Australians want no-nonsense health insurance. More simple, more useful, more affordable. That’s our mission for health insurance.


About CX at ahm

Customer first is part of ahm’s DNA, while customer experience is not new to ahm we are seeking to leveraging and optimise existing capabilities to innovate, test, learn and build for sustainable future growth. The customer experience function will continue to champion the customer, build customer lead capability and demonstrate the value of customer led strategic plays that align to ahm brand strategy.


About the role


In this role you will demonstrate the importance of action-based insights through blending both quantities and qualitative data to produce insights and root cause analysis.



What you will be doing?

You will get to play a critical role in championing and leading design thinking that is connected to customer wants and demonstrates business outcomes. You have the exciting opportunity to mobiles stakeholders to connect and solve for customer problems whilst shaping future state customer experiences..

Now, who are you?

  • You have excellent analytical skills;
  • Demonstrated success in customer insight-based innovation / customer experience improvement;
  • Proven success in Customer Experience, managing a Satisfaction Program design, tracking and measurement;
  • A strong self-starter and problem solver that is able to work autonomously and in a team environment;
  • Experience of working within a wider virtual sprint or project team;
  • Excellent communication skills, including ability to structure a story and communicate with clarity and precision to influence executive audiences;
  • Ability to manage stakeholder relationships, negotiate and influence including the ability to balance and manage diverse and conflicting stakeholder interests;
  • Ability to deal with complexity, including use of issue-based problem solving and other strategy frameworks to define and solve novel problems; and
  • Business case development experience (including financial analysis).


A career with us


We know that to make health insurance simpler for all Australians we need everyone on board. We believe in developing Indigenous careers. And we work hard to create an accessible and inclusive workplace. You can find out more about Medibank’s Accessibility and Inclusion Plan here (no, that’s not a typo, Medibank is our big sister brand). If we call you to discuss the role, you’ll also get the opportunity to chat about any adjustments.


To start small and impact bigger.