The role:
As our new Performance Optimisation Manager, you will lead the end-to-end design and delivery of initiatives that elevate customer experience, drive productivity, and build capability across Auto & General's Service Department - with a strong focus on AI, digital, and technology innovation.
Key Accountabilities:
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Lead the end-to-end planning, design and delivery of customer experience, productivity and capability initiatives, ensuring cohesion and consistency across all voice, digital and social media channels throughout the customer journey.
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Develop and implement strategies and processes that materially strengthen customer and employee experience outcomes, working in close consultation with team members, stakeholders and business leaders to support optimised performance.
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Drive performance and productivity uplift by gaining stakeholder consensus on scope, design, development and implementation decisions — managing expectations and bringing the business on the journey from discovery through to delivery of change in conjunction with centralised teams.
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Proactively identify risks that may affect delivery outcomes, deploying appropriate contingencies and solutions to ensure initiatives are completed successfully and on time.
What experience you’ll bring:
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Formal qualifications in a relevant field along with proven experience developing & implementing customer service strategies, with a deep understanding of best practices across voice and digital channels.
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Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
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Experience in process documentation, improvement implementation, and Human-Centred Design/Design Thinking methodologies and knowledge of Genesys & experience utilising AI to solve business problems highly desirable
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Digital interaction design experience across chat, email and social media.
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Excellent communication, interpersonal and presentation skills, with a self-driven appetite for continuous improvement
Our perks:
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Location – North Lakes: This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities. Kawana - This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we’re only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you. Toowong: Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues.
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Options for 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 and benefit from flexible work arrangements
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Paid parental leave - We support our new parents with paid parental leave and other benefits.
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Award Winning Workplace Giving Program - 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.
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Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
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Employee discount - You’ll receive discounts on Budget Direct insurance products.
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Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
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Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
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Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
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Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.
About us:
Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.
Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.
Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.
If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
