Overview
We're seeking an accomplished Customer Experience Manager (CXM) to lead our Insurance and Mortgages delivery portfolio, driving exceptional service outcomes for some of our most high‐value clients. This is a senior leadership role with accountability for client relationship management, portfolio revenue growth, and the performance of a team of leaders who oversee multi‐tier delivery operations. Reporting to the Chief Customer & People Officer, you'll ensure clients receive a best‐in‐class experience through disciplined operations, strong stakeholder engagement, and the development of capable, high‐performing leaders.
Key Responsibilities
* Client Relationship Management and Growth
o Own a portfolio of high‐value Insurance and Mortgage clients
o Build and nurture relationships with senior and C‐suite client stakeholders
o Act as the strategic partner and escalation point across your accounts
o Identify and deliver revenue growth opportunities across the portfolio
o Ensure client retention through proactive engagement and measurable value creation
* Operational Excellence and Delivery Leadership
o Lead leaders responsible for day‐to‐day delivery primarily within the Insurance and Mortgages business cluster
o Drive performance, quality, and operational discipline to ensure consistent, best‐in‐class service
o Translate client expectations into actionable, measurable delivery outcomes
o Partner with internal delivery, capability, and workforce teams to continuously optimise results
* People Leadership & Capability Development
o Coach, develop, and uplift leaders through structured training, feedback, and on‐the‐job support
o Build a culture of accountability, performance, and team empowerment
o Strengthen leadership succession capability for current and future organisational needs
* Stakeholder & Business Collaboration
o Work closely with cross‐functional partners including People, L&D, Talent Acquisition, Finance, and Business Development
o Provide clear reporting, insights, and CRM‐driven account visibility
o Contribute to broader business improvement initiatives and strategic priorities
What We're Looking For
* Proven experience in Customer Experience, Account Direction or Customer Success
* General Insurance industry experience is preferred
* Strong operations leadership capability - you've led teams or delivery functions in a service‐oriented business
* Customer relationship management experience is a must (driving adoption, reporting, and client visibility)
* Ability to influence internal and external stakeholders, including C‐Suite
* Strong commercial acumen and ability to identify growth opportunities
* Exceptional verbal and written communications, relationship, and problem‐solving skills
* Based in Melbourne or Sydney, with full WFH flexibility
* Willingness to travel to develop and train your team in Manila
What We Offer
* Permanent Work‐From‐Home environment
* Competitive salary package including bonus
* The ability to make a direct, high‐impact contribution to a growing business
* Opportunities for development, leadership growth, and strategic involvement
* A supportive, collaborative culture committed to diversity and inclusion
About Us
Intogreat Solutions is an Australian‐based privately owned organisation with a high‐performing BPO operation in Manila, delivering talent, operations, and customer experience solutions to businesses around the world. We help organisations scale through exceptional people, streamlined operations, and strategic partnership.
As we continue our growth, we're strengthening our leadership capability to ensure every client receives a consistently outstanding experience. We're now seeking a Customer Experience Manager (CXM) who will own the success of a portfolio of existing clients while leading the operational and people elements that underpin seamless delivery.
Apply now to become our next Customer Experience Manager.
Application Questions
* Which of the following statements best describes your right to work in Australia?
* How many years' experience do you have as a Customer Experience Manager?
* How many years' experience do you have in the insurance industry?
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