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:

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.

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.

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.

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:

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.

Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.

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

Digital interaction design experience across chat, email and social media.

Excellent communication,



interpersonal and presentation skills, with a self-driven appetite for continuous improvement

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.

- 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
- Paid parental leave - We support our new parents with paid parental leave and other perks.
- 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.
- Development opportunities - We're championing your development with internal programs and access to a wide range of online courses.
- Employee discount - You'll receive discounts on Budget Direct insurance products.
- Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
- Onsite facilities - There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.

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📌 Performance Optimisation Manager (North Lakes)
🏢 Auto & General
📍 North Lakes