Senior Customer Journey Marketing Manager

Australian Unity Limited; Melbourne; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Well-Being + Community leave days

Employee Referral Program

Employee Assistance Program

Maxxia Rewards

Staff discounts across AustralianUnity

Flare benefits

Job summary

Australian Unity Limited seeks a Senior Customer Journey Marketing Manager to drive onboarding, engagement and retention across Private Health Insurance and General Insurance. You will map journeys, identify friction and design targeted communications with marketing, product, and service teams.

You will shape the first 90 days of the member experience, ensuring members understand benefits, access services and maximise value from their cover. This is a 12-month fixed-term contract.

Qualifications

• Extensive experience in customer journey and lifecycle marketing.
• Experience in insurance/financial services is preferred.
• Strong stakeholder management and communication skills.

Responsibilities

• Develop and implement customer journey strategies across Health Insurance and General Insurance.
• Design and optimise onboarding, engagement and retention programs across the lifecycle.
• Identify friction points and opportunities to improve the overall member experience.
• Create customer communications and content to maximise understanding and value of products.
• Use insights, data and feedback to continuously improve journeys and engagement outcomes.
• Enhance the 90-day member experience to drive activation and retention.

Skills

Customer journey design

Stakeholder management

Marketing strategy

Job description

Senior Customer Journey Marketing Manager

12month Fixed Term

About us

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

About the Opportunity:

We're looking for a Senior Customer Journey Marketing Manager to join our Health Insurance team on a 12-month fixed term contract. This is a newly elevated role that will be instrumental in building the foundations of our customer lifecycle strategy across both Private Health Insurance and General Insurance.

Reporting to the Head of Marketing, you'll lead the development and optimisation of customer journeys across the member lifecycle. Your focus will be on understanding customer needs, identifying friction points and creating targeted communications and experiences that improve engagement and long-term customer value.

You'll play a critical role in shaping the first 90 days of the customer experience, ensuring new members understand how to get the most from their cover, access services, utilise digital tools and confidently navigate their insurance products.

Working closely with stakeholders across marketing, product, customer service, digital and insurance teams, you'll transform customer insights into practical initiatives that improve member experiences and commercial outcomes.

What you’ll do:

• Develop and implement customer journey strategies across Private Health Insurance and General Insurance.
• Design and optimise onboarding, engagement and supporting retention programs throughout the customer lifecycle.
• Identify customer friction points and opportunities to improve the overall member experience.
• Create customer communications and content that help members understand and maximise the value of their products and services.
• Use customer insights, data and feedback to continuously improve journeys and engagement outcomes.
• Enhance the 90-day member experience to improve activation, engagement and retention.

About You:

You're a senior marketing professional who knows how to create customer experiences that genuinely improve engagement, retention and value. Whether you've worked in insurance, financial services or another complex service based industry, you've built and optimised customer journeys that solve real customer problems and deliver measurable business outcomes.

You understand the moments that matter in a customer's relationship with an organization. From onboarding and early engagement through to supporting retention and growth, you're skilled at identifying friction points and turning customer insights into practical improvements that make experiences simpler, clearer and more valuable.

Strong communication and content development skills are important in this role. You'll be able to translate complex products, services and processes into clear, engaging customer experiences that help people better understand and utilise the benefits available to them.

Most importantly, you're a collaborative and influential stakeholder manager who enjoys working across teams to build capability, establish strong foundations and drive customer centric outcomes. While experience in health insurance, general insurance or broader financial services will be highly regarded, we're open to professionals from other blue chip customer focused organisations who bring a strong customer journey and lifecycle marketing background.

Why Join Us?

You will enjoy a range of great employee benefits and rewards including:

• Enjoy additional yearly Well-Being and Community leave days
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Access Flare benefits including everyday discounts, premium perks, salary packaging options and wellbeing support

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.