Introduction
At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.
Overview
See yourself in our team:
Gallagher Bassett is seeking a Customer Experience Manager to join our South Australian Workers Compensation business in Adelaide. This is a leadership opportunity for a customer-focused professional who can bring together service, client relationship and operational teams to deliver balanced, high-quality outcomes for injured workers, employers and key external stakeholders. The role is central to shaping stakeholder experience, strengthening service frameworks, managing complaints and performance measures to ensure we provide the best possible service to our customers.
How you'll make an impact
What you will do
-
Lead a whole-of-business approach to customer experience across injured workers, employers and other key stakeholders.
-
Drive consistent service delivery frameworks and partner with leaders across the business.
-
Oversee complaints, privacy and service improvement initiatives, including engagement with ReturnToWorkSA and other external stakeholders.
-
Monitor stakeholder satisfaction, identify performance trends and develop practical strategies to improve customer and business outcomes.
-
Provide leadership, coaching and direction to your team and the broader business.
-
Support strategic market engagement, employer education and innovation initiatives that strengthen performance and client relationships.
About you
What we are looking for
The successful candidate will bring senior client relationship and account management experience, strong operational leadership capability and a proven ability to influence stakeholders and lead high-performing teams. You will have strong business acumen, a strategic mindset, a deep commitment to customer service and the confidence to work across complex stakeholder environments. Experience in workers compensation, insurance or related service-based environments will be highly regarded, along with the ability to interpret data, manage priorities and deliver measurable outcomes.
At Gallagher Bassett, you will be part of a values-led organisation where people, service and performance matter. This is an excellent opportunity to make a meaningful impact in a role that combines leadership, customer experience, stakeholder engagement and operational improvement.
Compensation and benefits
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.
Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:
- 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
-
Novated Leasing opportunities
- Two paid volunteer days annually
- Health Insurance Discounts with our Group Insurance Plan
- Employee Stock Purchase Program
- Paid parental leave
Other benefits include:
-
Flexible and hybrid work arrangements
- Mental Health and Wellbeing Support for yourself and immediate family members
- Employee Recognition Awards and Service Milestone Recognitions
- Peer Support Program
- Annual flu vaccinations
- Access to Reward Gateway – discount offers at over 350 retailers!
- And more...
We value inclusion and diversity
Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.
Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.
Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.
Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
