The opportunity:

The Senior Manager, Customer Marketing & Communications is responsible for shaping and leading AIA Australia’s customer communications strategy across Life and Health Insurance, ensuring every interaction is clear, consistent, compliant and customer-centric. The role drives enterprise-wide communication governance, capability uplift and continuous improvement across customer journeys, enhancing engagement, experience and long-term customer value.

Working closely with stakeholders across Retail, Group, Product, Brand, Digital, Technology and Risk functions, the role establishes communication standards, prioritisation frameworks and future-focused capabilities that enable personalised, data-driven customer experiences. By improving the quality, relevance and effectiveness of customer communications, the role supports stronger engagement, retention and advocacy, while advancing AIA’s purpose of helping people live Healthier, Longer, Better Lives.

To do this successfully you will: 

• Lead the development of marketing strategies and assets for Enterprise customer programs and initiatives such as wellbeing, working with Channel Marketing teams on go to market execution 

• Develop and lead AIA’s enterprise customer marketing and communications strategy, ensuring customer interactions are clear, consistent, compliant and aligned to business and customer priorities. 

• Drive customer engagement, retention and lifecycle communication strategies across key moments including onboarding, policy changes, renewals, claims and service interactions. 

• Establish and embed communication governance, standards, frameworks and best practices that enhance customer experience, communication quality and operational efficiency. 

• Partner with stakeholders across Customer, Retail, Product, Brand, Digital and Technology teams to deliver personalised, data-driven communications and seamless customer journeys. 

• Lead the evolution of customer communication capabilities, including CRM, marketing automation, customer data, personalisation and communication platforms and enterprise consent management. 

• Use customer insights, performance data and test-and-learn methodologies to measure effectiveness, optimise communications and drive continuous improvement. 

• Build strong cross-functional relationships and influence enterprise decision-making while ensuring communications meet customer, regulatory, privacy, risk and compliance requirements. 

Successful applications will demonstrate: 

• Extensive experience in customer marketing and communications, with a proven track record developing enterprise-wide communication strategies, governance frameworks and customer engagement programs. 

• Strong expertise in designing and optimising multi-channel customer lifecycle communications across onboarding, service, renewal, retention and other key customer moments. 

• Demonstrated ability to leverage customer insights, data, journey analysis and experimentation to improve communication effectiveness, customer outcomes and business performance. 

• Exceptional content strategy and communication skills, including plain language, copywriting and editorial experience across digital and traditional channels. 

• Experience working with CRM, marketing automation, customer data and communication technologies, with the ability to define and influence future capability requirements. 

• Strong stakeholder management and influencing skills, with a proven ability to build business cases, align competing priorities and deliver outcomes across complex organisations. 

• Tertiary qualification in Marketing, Communications, Business or a related discipline, with experience in insurance, financial services, healthcare or another regulated industry highly regarded. 

Why choose AIA: 
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people. 

• Access our training and development to build on your current skills 

• Career development through internal mobility opportunities 

• Work for a business helping millions of Australians and make a difference to someone’s life everyday 

• Access additional leave days a year to recharge and refresh yourself 

• Enjoy wonderful Health and Wellbeing initiatives that support you 

• Work with supportive and inclusive managers 

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.  Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year. 

AIA is different. Are you? 

If you want to be part of an organisation that helps people live better every single day, apply via the link.