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Senior Executive - DGM Medibank Customer Channels

Job Requisition Number:  1479
Date:  07-Aug-2019


We're passionate about nurturing careers.

We support innovation and thinking, and openly collaborate and share new ideas. We're healthy and active in our lives and wellbeing is encouraged at every level.  Our people play an important role in the future of health and healthcare and we believe that working together, we're stronger.


About us

We are Medibank – an integrated healthcare company providing private health insurance and health solutions to 3.7 million Australians. As we work towards our goal of Better Health For Better Lives for all Australians, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and we believe in developing Indigenous careers.


The Opportunity

Medibank is transitioning from a health insurer to a health services organisation. We are looking for a Divisional General Manager to lead our Customer Channels capability and the digital elements of our strategy – to be the trusted partner to our members for their whole of life health & wellness.


This is a key leadership role that will enable our Medibank Customer Channels function to deliver a market-leading experience for our customers and connect them to our purpose ‘Better health for better lives’. This role will lead the execution of an integrated strategy covering customer experiences in insurance and health, across acquisition, after sales, service support and retention and is key to continuing our transition to become a broader health services business. Additionally, this role is responsible for maximising stakeholder relationships within Medibank to enable us to deliver a leading, omnichannel customer experience, including leadership of our digital strategy, digital products development and user experience.

Reporting to our Chief Customer Officer, you will lead the Customer Channels team to deliver on our target customer experience, championing innovation around the way Medibank interacts with its customers and providers. All of this will be achieved while enhancing a culture of customer centricity, growth and continuous improvement with an engaged workforce at the core.


About You

You are a senior leader with extensive experience in leading large customer-centric teams. A natural collaborator and strong stakeholder manager, you bring a wealth of leadership that optimises the performance and engagement of our frontline. You are committed to supporting the career paths of your team, which ensures that you can attract and retain talented, creative people. Above all, you role model great empathy towards influencing a customer’s experience through channels.

Your expertise in channel optimisation, strategy development and growing profitable business will be highly regarded, ideally within complex service and relationship based industries. Thought leadership, an enterprise approach to problem solving and managing through significant change are also key capabilities needed for this role.




What we offer

In return for your hard work, we offer a range of great benefits, including subsidised private health insurance, travel insurance and pet insurance.

We take the health and wellbeing of our employees seriously, offering flexible working conditions and encouraging wellbeing at all levels of life.


We’re committed to supporting better accessibility for our customers and our people. You can find out more about Medibank’s Accessibility and Inclusion Plan here. If we call you to discuss the role you’ll also get the opportunity to chat about any adjustments.



Job Segment: User Experience, Technology

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