Product and CX Manager

Location: melbourne
Salary: $130000 - $140000 per annum
Job Type: permanent
Contact: Michelle Young
We’re partnering with a purpose-led health insurance organisation undergoing a significant customer and growth transformation. Backed by a highly engaged executive team, the business is investing heavily into product innovation, member experience, digital engagement and customer retention, with this newly created role sitting at the centre of that evolution.  The organisation services a highly engaged membership base across Australia and has built a strong reputation within its community through service, trust and long-term member relationships. While relatively lean in size, the business is ambitious, commercially focused and moving through a major phase of capability uplift across customer, marketing, sales and digital functions.  Over the past 12 months, the organisation has significantly strengthened its customer servicing and marketing capability. The next phase is centred around building a more sophisticated product and customer experience function, with this role viewed internally as one of the key leadership hires within the broader customer division.

About the Role
Reporting to the Chief Customer Officer, this role blends product management, customer experience, lifecycle engagement and commercial strategy into one broad, high-impact remit.  You’ll take ownership of the health insurance product portfolio while also driving a more sophisticated and insight-led customer experience capability across the business. The environment is lean, collaborative and hands-on, suited to someone who enjoys building capability, influencing broadly and turning ideas into action quickly.  The business has already identified a number of product and proposition opportunities across its portfolio, and now needs someone to help bring them to life, shape the customer value proposition and improve how members engage across every touchpoint.  This is not a purely strategic product role sitting away from execution. It’s a broad commercial and customer role where you’ll work across proposition development, lifecycle engagement, digital experience, customer insight and retention initiatives, while partnering closely with Marketing, Operations, Technology and Executive leadership.  You’ll have the opportunity to influence everything from product mix and portfolio strategy through to onboarding journeys, churn reduction programs, Voice of Customer capability and customer communications.

What you’ll be doing
  • Lead the development and optimisation of the product portfolio across existing and new health insurance products
  • Build and execute the product roadmap, including proposition development, pricing contribution and portfolio positioning
  • Partner with Marketing to improve product communication, customer understanding and campaign effectiveness
  • Develop customer value propositions and support sales enablement, objection handling and lifecycle engagement strategies
  • Drive customer journey optimisation across onboarding, retention, upgrades, downgrades and churn prevention
  • Establish a Voice of Member capability, including sentiment tracking, feedback loops and customer insight programs
  • Work closely with technology, operations and marketing teams to improve digital experiences across website, portal and member channels
  • Use customer insights, testing and behavioural data to improve engagement, conversion and retention outcomes
  • Represent the voice of the customer across broader organisational initiatives and transformation projects
  • Contribute to initiatives focused on improving engagement within Defence and veteran communities

About you
You’re likely coming from a product, CX or growth-focused role within a regulated or membership-based environment.  You’ll bring a mix of strategic thinking and operational delivery capability, with the ability to move comfortably between product strategy, customer experience and commercial execution.
You’ll ideally have:
  • Experience managing product portfolios or customer propositions
  • Exposure to customer lifecycle programs, VOC or CX initiatives
  • Strong stakeholder management skills across marketing, operations and technology teams
  • Commercial acumen and confidence working with data, customer insights and performance metrics
  • A practical, sleeves-rolled-up approach suited to a lean and evolving business
  • The ability to balance customer outcomes with growth and retention objectives
  • Experience in health insurance or financial services will be highly regarded, but isn’t essential

Why this role stands out
  • Newly created role with genuine ownership and influence
  • Broad remit spanning Product, CX, lifecycle and growth
  • Opportunity to build capability from the ground up
  • Direct exposure to executive leadership and strategic decision making
  • Significant scope to shape the future product and customer strategy of the organisation
  • Executive team heavily invested in transformation and improvement
  • Strong culture centred around collaboration, transparency and care for employees
  • Hybrid working environment
  • Purpose-led organisation with a highly engaged member base
This role would suit someone looking to step into a broader strategic remit, while still remaining close to execution and delivery. It’s an opportunity to shape how a growing organisation thinks about customer value, product innovation and member experience over the coming years.


For further information, please contact Michelle Young for a confidential discussion on 0424 670680.

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