At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.
Help shape better outcomes for customers and influence meaningful change across one of Australia’s leading insurers. As Customer Advocacy & Vulnerability Manager, you'll play a critical role in ensuring customer needs, expectations and experiences are understood and embedded in decision making across the business.
You'll lead key elements of IAG's customer advocacy, inclusion and vulnerability agenda, while supporting and developing customer advocacy professionals and fostering a culture focused on fairness, inclusion and customer‑centric outcomes. Working closely with senior leaders, you’ll help strengthen customer advocacy and vulnerability practices, identify opportunities to improve outcomes, and bring the voice of the customer to the forefront.
If you're passionate about influencing change, developing capability, and turning insights into action, this is an chance to make a genuine impact.
This is a permanent full‑time role based in multiple locations across Australia.
What You’ll Do
- Lead the ongoing development and uplift of customer advocacy and vulnerability governance frameworks across the organisation, while providing leadership, coaching and developing team capability in this space.
- Partner with senior leaders and executive stakeholders to provide trusted advice on customer advocacy, vulnerability and customer equity priorities.
- Review customer insights, complaints, claims data and business feedback to identify risks, trends and opportunities for improvement, helping shape recommendations and implementation priorities.
- Take a leadership role in influencing and driving initi