Executive Manager, Customer Experience

Make a difference as an Executive Manager, Customer Experience

For over 165 years, CGU has been insuring ambition. Part of Insurance Australia Group (known as IAG), we’re a leading commercial, rural and personal lines insurer and a top-three provider of workers compensation insurance.

At IAG, we’re driven by a powerful purpose—to make your world a safer place. With trusted brands like CGU and WFI, we partner with our customers to provide insurance solutions that empower them to feel protected and confident. We’re passionate about building safer, stronger, and more connected communities through innovation and a focus on exceptional service.

Imagine leading the way in transforming customer experiences across two well-known brands. As our Customer Experience Manager, you’ll play a pivotal role in defining our vision for customer excellence and bringing it to life. You’ll be at the forefront of uplifting customer experience strategies and delivering initiatives that drive innovation and continuous improvement.

In this role, you’ll explore what makes our customers tick, finding ways to optimise every interaction they have with us—whether it’s through smarter processes or cutting-edge technologies. You’ll be a change-maker, helping us to create seamless, efficient, and unforgettable experiences that set us apart in the industry.

Key responsibilities:

• Develop and execute strategic plans to elevate customer experiences and deliver tangible benefits across our brands.
• Build robust customer segmentation and market evaluation frameworks that enhance GTM performance and support swift, well-informed decision-making.
• Lead customer experience improvement projects, ensuring their successful implementation and measurable impact.
• Create and manage detailed customer journey maps to pinpoint critical touchpoints and uncover areas to enhance the customer experience.
• Collaborate with diverse teams to build alignment and gain support for customer-focused initiatives.
• Introduce training and capability-building programs to embed a culture of customer excellence across the organisation.
• Monitor and analyse customer feedback and data to uncover insights and identify opportunities for improvement.
• Track the performance of initiatives, using data to celebrate successes and identify areas for growth.
• Champion innovation by identifying process improvements and leveraging technologies that enhance customer satisfaction.

This is a permanent role open to candidates based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne)⁠ and Meanjin (Brisbane)⁠.     

About you:

You’re someone who thrives on making things better driven to shape outcomes that create real value for customers. With a blend of strategic thinking and hands-on delivery, you know how to turn big ideas into impactful actions.

To succeed in this role, you’ll bring:

• Experience working in environments where customer satisfaction is at the heart of everything you do.
• An ability to make sense of complex situations and respond thoughtfully to change.
• Commercial acumen to deliver initiatives that align with both business and customer needs.
• Exceptional leadership skills, with a track record of fostering collaboration and building high-performing teams.
• A knack for creating continuous improvement environments, ideally with experience applying agile methodologies.
• Skills in identifying risks and implementing effective solutions to mitigate them
• Experience leading customer-focused projects that drive efficiency and enhance satisfaction.
• An ability to connect with people, working across teams to achieve shared goals and ensure success.
• Experience in identifying and managing risks with effective risk controls. 

Joining IAG, you’ll have access to a raft of benefits from across the group:

• Boosted superannuation with 13% as standard  
• Up to 50% off personal insurance, including home and motor insurance  
• 5 myLeave days per year on top of annual leave 
• Work from home and many more flexibility options with myFlex   
• Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers 
• Dedicated career growth programs, including the award-winning IAG Academy 
• Compassionate leave  
• Inclusive leave such as public holiday swap and gender affirmation leave  
• Discounts on every day and special occasion items  
• A certified Family Inclusive WorkplaceTM   
• Great employee network communities  

About Us 

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees. We’re ready for you. 

Apply today.    
 

Learn more about who IAG is here.