A newly created opportunity is available for a Customer Experience Manager to lead and elevate the performance of our High Care and Complaints function.
This specialist team plays a critical role in supporting customers facing vulnerability – including older Australians, individuals with special needs, domestic violence survivors, and those experiencing hardship. You’ll bring a fresh, strategic lens to how we support these customers – using data, insight, and empathy to reimagine care journeys and uplift compliance.
What you’ll be doing:
- Lead three specialist teams with six direct reports each
- Overhaul BAU complaints handling for vulnerable customers and create differentiated, tailored end-to-end processes
- Introduce technology-driven solutions (e.g., bots, decision engines, data insights) to proactively identify and support at-risk customers
- Collaborate cross-functionally to resolve systemic issues and drive root cause remediation
- Interface directly with executive leadership, the CEO’s office, and media-sensitive complaint channels
- Build and mature compliance systems while uplifting customer experience across assessment, repair, claim and complaint journeys
- Apply strong risk awareness to ensure proposed changes remain compliant and sustainable
- Strong leadership experience in complaints, service recovery, or vulnerable customer care
- Ideally some insurance or claims management experience
- Deep systems thinking and advanced root cause problem-solving capability
- Executive presence and proven stakeholder engagement experience
- Passion for service transformation, advocacy, and supporting vulnerable communities
- Risk-aware mindset with the ability to challenge the status quo and deliver compliance-safe improvements
- Agile and responsive to evolving customer, legal and media pressures
- Experience in the insurance industry and exposure to frontline claims handling is highly desirable
- Strong written communication and storytelling skills, with the ability to distil insights and influence senior audiences
- A resilient, values-driven leader with emotional intelligence and a transformational mindset
- Influence senior stakeholders and shape the way we care for vulnerable Australians
- Work in a collaborative, values-led leadership team committed to genuine impact
- Career path opportunities in a growing, customer-focused and compliance-mature business
Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
Paid parental leave - We support our new parents with paid parental leave and other benefits.
Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
Employee discounts - You’ll receive discounts on insurance products.
Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
Employee Assistance Program – We care about our people and offer an Employee Assistance Program (EAP) which provides professional counselling for employees and their immediate families
Genuine Work/Life balance – We understand the importance of providing our Motor Assessors flexible working arrangements. An autonomous role where you can enjoy a genuine work/life balance.
Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
This is a genuine career opportunity on offer so do not hesitate. Apply now by following the links below, please ensure to attach your resume in MS Word format & we will be in touch shortly! For a confidential discussion please contact Nicki at nicki@hinchen.com.au
Hinchen Recruitment Group are a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality and valued service. One that is respectful to all and is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.
Acknowledgement of Country: Hinchen Recruitment Group pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elder’s past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.
