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Jonnie Cain talks about how Suncorp has enabled him to shift his career focus and explore his passions

4 September 2018

Tell us about the role you’re in now?

I’ve recently taken on the role of Leader for Experience Design for Suncorp New Zealand, which essentially means I am responsible for designing brilliant experiences for our customers, both now and for the future. 

How has your role changed since you’ve been at Suncorp? 

I started out with Suncorp as an Actuarial Analyst – so, a lot! 

Early on I was very numbers focused and while the work was enjoyable it wasn’t the right fit for me. Suncorp supported me in finding something that was closer to my interests. I wanted the opportunity to get closer to our customers, so I took on the role of Product Analyst in our Life insurance product team. 

Work on the development of a digital platform for advisers, AsteronConnect, really exposed me to the importance of brilliantly designed customer experiences and I’ve now been able to turn that passion in to a full time job. 

What development/training did you need or receive to support you into a new role/career path? 

Most of my development and training has been informal.

I’ve discovered in my time with Suncorp that the business is filled with so many incredibly talented people and the number one skill for learning and development is listening to those people – they’re always willing to share their expertise! 

I also think attending non-financial services related conferences has been really important for my personal growth. With the new wave of highly connected technology, customers no longer just compare us against the best financial services companies, but the best companies across all industries.  

What challenge are you most looking forward to tackling in your role? 

Finding ways to surprise and delight our customers in their experience with Suncorp’s brands. 

From an experience point of view, the financial services industry has a long way to go – which presents both a really exciting challenge and opportunity. 

In a world where products and services are becoming more homogenous the true differentiator, in my opinion, is customer experience. Finding ways to better understand our customers and not only meet, but exceed their expectations is a challenge I’m looking forward to.

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