Marketing Lead, Customer Experience & Retention

• Help protect over 5 million Australians, making a real difference in their lives during their most challenging times.

• Enjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support your lifestyle

• We welcome candidates based in either Melbourne or Sydney, offering flexibility across our key locations.

Why join us?

At 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. 

You’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. 

Collaborating 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. 

At TAL, this role is about shaping meaningful customer moments that build confidence and trust in insurance. By designing and delivering thoughtful customer journeys across key touchpoints, the role helps simplify complex experiences and empower customers to manage their cover with ease. It plays a vital role in turning insight into action, ensuring TAL continues to support people at moments that matter most. The work is fast paced, visible and impactful, making a real difference to how customers feel about their relationship with TAL.

In this role you will:

• Own end‑to‑end customer campaigns that improve experience, retention and commercial outcomes
• Turn customer insight and data into targeted strategies that reduce lapses and build loyalty
• Increase digital and self‑service adoption by simplifying customer journeys and communications
• Lift customer advocacy by delivering initiatives that measurably improve NPS
• Partner with stakeholders to deliver integrated campaigns with clear value and impact
• Evaluate and optimise campaigns to ensure strong return on effort and continuous improvement

• Hands-on campaign delivery experience, confident planning, briefing and executing customer or marketing campaigns end to end
• Strong organisational and project ownership skills, with the ability to juggle priorities and deliver work reliably
• Customer-first mindset, motivated by improving outcomes and experiences that genuinely matter to people
• Collaborative approach, building positive relationships and working effectively with diverse stakeholders
• Clear and confident communicator, able to present ideas and simplify complex information
• Curious and adaptable thinker, open to learning, using insight and data to improve results over time

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: 

• An 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 
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change 
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
• We 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. 
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here—we’re here to support you.

You’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.  

As 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. 

#LI-Hybrid

Everyone 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.

If 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.