Senior Manager, Customer Advocacy & Change Management

This role offers the opportunity to drive customer advocacy by strengthening fair dealing practices and elevating customer outcomes across the organisation. You will play a pivotal role in translating data insights and regulatory expectations into actionable initiatives that enhance transparency, governance, and customer experience. By partnering closely with business, risk, and compliance teams, you will ensure that Fair Dealing Guidelines are effectively implemented and continuously improved. In this role, you will gain deep exposure to strategic performance analytics, regulatory frameworks, and cross-functional stakeholder management, positioning you to build strong expertise in driving customer-centric transformation within a regulated environment.

Position Responsibilities:

• Own and manage the Fair Dealing performance dashboard, ensuring accurate tracking and reporting of customer outcome KPIs

• Analyse performance trends and generate actionable insights to improve customer fairness, experience, and regulatory outcomes

• Oversee and track execution of Fair Dealing Guidelines (FDG) initiatives, ensuring alignment with business and regulatory expectations

• Identify risks, manage issues, and work with stakeholders to implement mitigation plans and ensure timely delivery of initiatives

• Act as a central point of contact across business, compliance, and leadership teams, providing structured updates and driving alignment on customer advocacy goals

Required Qualifications

• Minimum 5-8 years of experience in financial services, insurance, or other regulated industries

• At least 3-5 years of experience in data analytics, performance reporting, or project management tools (e.g., dashboarding, data visualisation tools)

• Bachelor's degree in Business, Finance, Analytics, or a related discipline

• Familiarity with regulatory frameworks or customer outcome standards (e.g., Fair Dealing Guidelines

• Experience managing cross-functional initiatives involving compliance, risk, and business stakeholders

• Strong data interpretation skills with the ability to translate insights into strategic recommendations

• Proven track record in stakeholder management and senior leadership engagement

• Experience in risk assessment and issue management within regulated environments

• Proficiency in data visualisation and project management tools

When you join our team:

• We'll empower you to learn and grow the career you want.

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we'll support you in shaping the future you want to see.