Tim Roso Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Au

Executive leader of client acquisition and client experience throughout the case lifecycle, including customer contact, marketing, media and comms, strategic alliances and the market leading social work functions.

Melbourne, Vic, Au

Melbourne, Vic, Au

Executive role, accountable for leading MLC’s customer experience function, with a focus in driving retention, NPS and transforming the customer experience for MLC Life Insurance. I lead MLC’s capabilities in brand, marketing, CX design, retention, digital channels and the contact centre.Responsibilities include:- Accountable for leading MLC’s customer and partner experience outcomes with P&L for in-force customers across multiple product lines.- Accountable for 230 FTE including operation of the contact centre and servicing businesses to achieve operational efficiencies and NPS improvements. - Responsible for deepening MLC’s customer relationships measured through revenue retention and NPS improvements, including leading the voice of the customer and advocacy program, measuring and optimising moments of truth across the customer lifecycle- Enterprise leadership for MLC’s retention strategy, including strategic and operational leadership of reactive, preventative and pro-active retention interventions- Lead MLC’s brand and marketing strategy through brand management, campaign delivery, strategic brand partnerships and corporate public relations.

Melbourne, Vic, Au

Executive role, accountable for leading the development MLC’s strategic digital agenda, operational business through digital channels and driving MLC’s innovation agenda.Responsibilities include:- Responsible for the day to day management of all premium in-flows, operational transactions andproduct delivery for individual risk and group risk policies through digital channels- Leadership of MLC Life Insurance’s process automation and bot delivery to create consistent automated workflow processes throughout the enterprise, leveraged by all front-line channels (face to face, phone and web) as well as excellence in middle/back office processes.- Develop, implement and evolve MLC’s innovation strategy, through experimentation, incubation andcommercialization of innovation into enterprise business units- Establish industry partnerships, ventures, research and development (R&D) of new capabilities, services and products- Identification and delivery of connected platform eco-systems between MLC and third-party participants- Develop and commercialise partnerships with Academic institutions, Corporates and Fintech / Insuretech eco-system participants- Create a digital and innovation organisation through digital learning curriculum, innovation and ideationpractice and experimentation framework

Melbourne, Vic, Au

MLC Life Insurance is a 130 year old Australian life insurer, undergoing a digital transformation to become the leading and most trusted insurer in the Australian market.Leading the digital agenda for the organisation through the development of new digital channels for sales and servicing activities, digitisation and automation of processes and enabling the organisational innovation agenda. The function delivers digital experiences to B2C, B2B, enterprise clients and MLC Life employees.

Melbourne, Victoria, Au

Accountable for Digital and Direct Bank’s innovation agenda, focusing on growth strategy and development of digital capability for customers to interact with NAB via mobile, web and third-party partners. Led NAB’s digital eco-system development, working with cross-bank stakeholders to transform go-to-market customer experience and delivering commercially viable value-add capabilities for Retail and Small Business customer segments.

Melbourne, Victoria, Au

Consulting project manager role focused on creating the Digital & Direct Banking’s design & user experience capability, embedding a customer centric design methodology into digital product development. Strong focus on using Design Thinking to drive strategic planning and platform roadmap development for NAB’s core digital channels including Internet Banking & the NAB Mobile App.

Melbourne, Victoria, Au

Accountable for all digital channels supporting NAB’s third party distribution arm, including SME’s and mortgage brokers. Key responsibilities include a) developing digital capabilities to support mortgage brokers and advisors in the distribution of NAB product via third party networks and b) the digitisation of white-label mortgage product for delivery to brokers and end-consumers.

Graduate Company Directors Course

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Commerce, Marketing