You'll love this role if...

You enjoy leading large operational teams (120 people plus), improving customer outcomes and making decisions that balance people, performance and service.

This is a role for someone who likes working at both ends of the telescope. One moment you're reviewing claims performance, customer feedback and service levels; the next you're coaching leaders, resolving escalations or preparing the business for the next catastrophe event.

The work has rhythm and variety. There are strategic projects, operational targets, people leadership responsibilities and moments that require quick decisions. You'll work closely with senior leaders across Claims, Customer Service, Analytics and Risk, while leading a team responsible for claims lodgements and the Vehicle & Leisure Claims experience.

The role comes with robust support from an experienced executive leadership team, established capability frameworks and the opportunity to influence how customers experience Youi during some of the most important moments in their lives.

This role is for somebody that wants...

- To lead a significant part of the claims operation and see the impact of their decisions on customers, people and business results.
- To develop leaders, build succession pipelines and leave a team stronger than they found it.
- To improve customer experiences by identifying friction points and turning insights into practical changes.
- To own outcomes, not just activity, including service levels, customer satisfaction, turnaround times and operational performance.
- To play a critical role in catastrophe preparedness and response when customers need support at scale.
- To work in an environment where performance is measured, discussed openly and continuously improved.
- To influence senior stakeholders and contribute to the future direction of Claims.
- To build a career in a growing business that values practical leadership, accountability and customer focus.

What you'll be doing





- Leading leaders across Claims Lodgements and Vehicle & Leisure Claims, providing coaching, feedback and development that helps teams perform consistently.
- Monitoring customer experience measures, claims service levels, turnaround times, finalisation rates, complaints and performance dashboards to identify opportunities for improvement.
- Working closely with analytics and business intelligence teams to understand performance drivers and improve efficiency, quality and customer outcomes.
- Managing escalated claims and operational issues while balancing customer expectations, compliance requirements, cost and service outcomes.
- Be a key contributor to Youi's (CAT) strategy, including event execution and post-event reviews.
- Spending time with leaders and stakeholders across the business to solve problems, remove roadblocks and keep claims operations running effectively.

What great looks like

- You can confidently lead leaders, set clear expectations and help teams achieve measurable results without losing sight of the customer.
- You will have 5-10 years as senior leader within the general insurance industry.
- You use data, customer feedback and operational insight to make sound decisions and improve performance over time.
- You have already built strong leadership capability and stakeholder management skills before joining, while specific Youi systems, processes and metrics can be learned here.
- You stay calm and decisive when priorities shift, particularly during catastrophe events, major incidents or periods of increased demand.
- You build trust across teams, challenge respectfully,



and turn ideas into practical outcomes that improve both customer and business results.

If you can see yourself growing into this, you'll likely love it here.

What you get

Clear pay and incentives - Performance-based incentives, plus annual salary reviews.

Time off you can plan around - 22 days annual leave A workplace you can feel - Food trucks, themed days and team celebrations that bring real energy to the day.

Leaders who back your growth - Clear direction, regular coaching and real opportunities to step into new roles.

Practical advantages that support you day to day - Free skin checks, flu jabs, wellbeing sessions, discounted gym access and discounted Youi insurance.

Work that has real purpose - Helping customers get back on track when life doesn't go to plan.

Ready?

Hit Apply and we'll circle back.

To discover more about our culture, values, and what we have to offer, visit youi.com.au/about-us/careers or jump on Instagram @yourlifeatyoui to see what work life with us looks like.

Why Youi

We’re here to make insurance more human and provide a better alternative for our customers. As a challenger brand, we question the status quo to support people when life doesn’t go to plan, with real people helping real customers at the moments that matter most.

It’s also a place where you can make your mark. We grow our own people here, with clear pathways, structured development and hands‑on coaching helping many team members step into leadership roles across the business.

We’re a performance‑driven business, and effort doesn’t go unnoticed. Results are recognised and rewarded through incentives, everyday shout‑outs and programs like Youi Stars.

You’ll also see clear direction from senior leaders, with a strong focus on what matters most and a drive to get results without distractions.

As more customers choose Youi, we keep growing, creating recent roles and real opportunities to build your career over time.

📌 Head of Lodgements and Vehicle and Leisure Claims (Sunshine Coast)
🏢 Youi
📍 Sunshine Coast