With more than 220,000 members, we've been part of the Tasmanian community for over 100 years – we're Tasmania's shoulder to lean on and voice when it matters. Our values guide everything we do: Engage with Heart, Unleash Potential, Walk the Talk and Together we Thrive. As the state's number one brand, we support our members by helping them enjoy life, giving them a helping hand, and making their money go further.

About the role

This is a newly created role, bringing business optimisation, digital and change together under one accountable leader for the first time. It's a genuine opportunity to improve how Member Central operates and the experience our members receive.

You'll drive operational efficiency, process excellence and intelligent automation across Member Central's systems, processes and people. From CRM to Genesys Cloud, the Roadside Product System to the RACT online channel, you'll bring together the platforms, the people and the plan needed to keep improving how we work and how we serve our members.

What you'll be doing

- Redesign how we work. Lead the end-to-end reengineering of processes across Member Central, challenging existing ways of working and designing future state processes that automate, simplify and remove manual work, lifting the experience for members and consultants alike.
- Set the direction for our platforms. Own the roadmap for all Member Central owned platforms and systems, including CRM, Genesys Cloud and the Roadside Product System, prioritising what gets delivered based on real value and impact.
- Shape the RACT online channel. Own it as a digital product, including UI design and delivery, continually enhancing member outcomes and addressing pain points.
- Bring automation and AI to life. Lead automation and AI opportunities across the business, including workflow automation, AI assisted decisioning and self-service, aligned to RACT's broader AI strategy.
- Keep our systems running well.



Act as business system owner across configuration, data, access, vendor relationships and system health, and manage the backlog of bugs, fixes and enhancement requests.
- Make sure changes work before they land. Oversee user acceptance testing, and use data and performance insights to prioritise the initiatives that matter most.
- Lead change people actually embrace. Drive the change and communications strategy across Member Central, ensuring initiatives are adopted and embedded across frontline teams.
- Build the case and prove the value. Develop business cases for process, platform and digital investments, quantifying efficiency, experience, revenue gains, cost avoidance and risk reduction, and track benefit realisation once delivered.
- Lead at the table. Represent Member Central in cross business initiatives, contribute to budgets and business plans, and build and lead a multidisciplinary team spanning process, platform, digital and change capability.

What you will bring to the role:

- Tertiary qualification in business, digital, IT or related field.​
- 5+ years leading operations, platform or digital product delivery in insurance, contact centre or member services.​
- Robust understanding of end-to-end operational processes, with the ability to critically evaluate and redesign workflows.​
- Demonstrated experience identifying and implementing automation and self-service opportunities in a operational environment​
- Experience implementing automation, AI or self-service opportunities in an operational environment.​




- Experience owning enterprise platforms and systems and digital products, including online channel UI design and delivery.​
- Proven ability to lead, mentor, and coach teams to achieve results​
- Experience building business cases and tracking benefit realisation.​
- Experience leading change management and communications in a customer focused organisation.​
- Excellent communication and collaboration skills to build effective relationships with senior stakeholders.​
- Ability to think critically, analytically and strategically.​

At RACT, we’re not just a workplace – we’re a community. When you join our team, you become part of something bigger. Your ideas and the work you do will help shape our community and environment. Why you'll love working with us:

- Staff discounts: Enjoy significant discounts on RACT home and car insurance, and free Ultimate Roadside Assistance.
- Wellbeing leave: Three days of Wellbeing Leave available per year that can be used however you wish.
- Superannuation matching: For every dollar you contribute to your superannuation, we’ll match it up to 2%.
- Career growth: we invest in your development because your success is our success.
- Flexible work: balance your life commitments with a flexible working environment.

By joining RACT you'll be a part of an inclusive culture that celebrates diversity – every individual is valued and respected. We invite people from all backgrounds, lifestyles and abilities to apply. Ready to join RACT? We would love to hear from you!

Please reach out to [email protected] if you have any questions about this role or working with RACT. If you require any adjustments to take part in our recruitment process, please let us know. Please submit your applications by 9am Friday 25 September 2026. We’ll be reviewing applications as they come in, so if you’re interested we’d love to hear from you sooner rather than later.

📌 Head of Business Optimisation & Digital (Hobart)
🏢 RACT
📍 Hobart