{"id":2344830,"url":"https://alion.io/job/tal-customer-experience-manager","title":"Customer Experience Manager","company":{"id":7066,"name":"TAL","domain":"tal.com.au","url":"https://alion.io/company/tal","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":96000,"period":"year","method":"role_country_seniority_unknown","sample_n":43},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T10:14:03Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T19:16:50Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health\nEnjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support your lifestyle\nOpen to candidates from Sydney or Melbourne\nAt TAL, we’re supported to live our best lives. With flexible and blended working options, discounted insurance, and wellbeing initiatives, we know we’re valued.\nYou’ll work alongside some of the brightest and most capable colleagues in the industry, with leaders who inspire, support, and include everyone. We foster a culture where everyone belongs.\nCollaborating in person strengthens our social bonds and powers better problem-solving. Together, we face challenges and grow stronger. We connect to include, celebrate, reward, and recognise each other.\n As a Customer Experience Manager, you’ll play a hands-on role in shaping how customers experience TAL by simplifying interactions, modernising propositions and removing friction across key journeys. Working across channels and initiatives, you’ll drive meaningful improvements that help customers better understand and value their cover. This role is central to TAL’s mission of supporting Australians to live better lives, delivering tangible outcomes through clearer communication, more seamless experiences and stronger customer engagement, ultimately building trust and long-term relationships with the people we serve.\nIn this role you will:\nDrive end-to-end CX improvements across key lifecycle moments to enhance customer understanding and engagement\nSimplify communications and experiences so customers clearly understand the value of their cover at every touchpoint\nLead redesign of critical journeys to remove friction, reduce delays and enable confident customer action\nModernise propositions to ensure relevance and visibility across channels, strengthening customer connection and value\nPartner cross-functionally to deliver seamless, customer-first outcomes while navigating regulatory requirements\nImprove retention and experience quality by addressing moments where customers lose clarity, confidence or connection\nExperience delivering customer communications or CX initiatives that improve understanding, engagement and outcomes\nAbility to simplify complex information into clear, human language that customers can easily act on\nConfidence working in regulated environments while balancing compliance with customer needs\nStrong stakeholder skills, with the ability to collaborate, influence and keep delivery moving\nA hands-on, solution-focused approach with a track record of turning ideas into tangible improvements\nCustomer-first mindset, with a passion for creating simple, relevant experiences that build trust and retention\n TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:\nAn Inclusive Employer - Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index \nDiversity Champions - Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change \nReconciliation Advocates - Read our Innovate Reconciliation Action Plan.\nWe welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community. \nNeed adjustments during the recruitment process? Let our team know by getting in touch with us here -we’re here to support you.\nYou’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.\nAs part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.\nWe will be upgrading the way you apply for jobs at TAL and therefore our job ads will be temporarily unavailable from 5pm Friday 23rd October until 9am Monday 26 October 2026. All job application deadlines will be extended to ensure you have ample time to apply. We look forward to seeing your application.\nEveryone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.\nIf you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.","description_format":"text","description_chars":4951,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-12T12:13:50Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":18,"reasons":["conf:1","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tal-customer-experience-manager","json_url":"https://alion.io/job/tal-customer-experience-manager.json","meta":{"generated_at":"2026-10-13T20:49:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31889,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7066},"rest":"https://alion.io/mcp/rest/get_company?id=7066"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftal-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftal-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftal-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tal-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftal-customer-experience-manager"}]}