Claims Delivery Analyst

26RACIA RAC Insurance Pty Limited; Perth; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work arrangements

Free Roadside Assistance and RAC perks

Community engagement opportunities

Job summary

RAC in Western Australia seeks a skilled Claims Delivery Analyst to coordinate, analyse, and evaluate claims improvement opportunities and defects. You will support initiatives from concept to delivery, conduct stakeholder needs analysis, and communicate business requirements clearly.

You will provide regular reports and insights to stakeholders, act as SME for initiatives, coordinate UAT, train users on new processes, and maintain knowledge in Confluence as part of continuous improvement.

Qualifications

• Broad insurance frontline or operational support experience with strong member service acumen.
• Project support experience (highly desirable).
• Tertiary qualifications in a related field (e.g., Commerce, Technology, Business Analysis).
• Excellent oral and written communication skills.
• Strong analytical problem‑solving skills with keen attention to detail.

Responsibilities

• Coordinate and analyse claims improvement opportunities and defects.
• Contribute to driving initiatives and projects from concept to delivery.
• Conduct stakeholder needs analysis, manage expectations, and communicate business requirements clearly.
• Provide regular reports and insights to stakeholders at all levels, ensuring effective change management.
• Represent the views and requirements of the business, acting as a SME for initiatives and projects.
• Coordinate User Acceptance Testing (UAT) to ensure system enhancements are efficient, functional, and user-friendly.
• Prepare and deliver testing recommendations, manage system outages, and mitigate potential impacts.
• Research and analyse operational processes using data analysis, observation, interviews, and claim reviews.
• Groom product backlogs and roadmaps.
• Capture end-user requirements and prepare training materials for successful implementation of business process and technical changes.
• Maintain up-to-date knowledge and processes within our Knowledge Management system and Confluence.
• Attend and contribute to stand-ups, working groups, showcases, and retrospectives.

Skills

Insurance frontline

Operational support

Analytical skills

Stakeholder comms

Change management

Education

Commerce/Technology/Business Analysis degree

Tools

Confluence

Job description

With over 1.3 million members, RAC is one of WA's most iconic and trusted brands. We are a purpose-led member organization striving to create greater value for our members and deliver on our purpose to be "The driving force for a better WA." In this varied and multi-faceted position, as a Claims Delivery Analyst you’ll play a pivotal role in coordinating, analysing, and evaluating claims improvement opportunities and defects, while contributing to the implementation of initiatives and projects that deliver real business value. You’ll be at the heart of our Insurance Claims Services division, ensuring our claims processes are efficient, member-focused, and continuously improving.

What you’ll do

Working within our Claims Delivery team, you will:

• Coordinate and analyse claims improvement opportunities and defects.
• Contribute to driving initiatives and projects from concept to delivery.
• Conduct stakeholder needs analysis, manage expectations, and communicate business requirements clearly.
• Provide regular reports and insights to stakeholders at all levels, ensuring effective change management throughout all stages.
• Represent the views and requirements of the business, acting as a subject matter expert or pseudo-Product Owner for initiatives and projects.
• Coordinate User Acceptance Testing (UAT) to ensure system enhancements are efficient, functional, and user-friendly.
• Prepare and deliver testing recommendations, manage system outages, and mitigate potential impacts.
• Research and analyse operational processes using data analysis, observation, interviews, and claim reviews.
• Groom product backlogs and roadmaps.
• Capture end-user requirements and prepare training materials for successful implementation of business process and technical changes.
• Maintain up-to-date knowledge and processes within our Knowledge Management system and Confluence.
• Attend and contribute to stand-ups, working groups, showcases, and retrospectives.

What you’ll bring

• Broad insurance frontline or operational support experience with strong member service acumen.
• Project support experience (highly desirable).
• Tertiary qualifications in a related field e.g. Commerce, Technology, Business Analysis (desirable).
• Excellent oral and written communication skills.
• Strong analytical problem‑solving skills with keen attention to detail.
• Ability to translate business needs into technical requirements and ensure successful implementation.
• Confident relationship management skills to build partnerships and work collaboratively with others.
• Ability to prioritise, self‑motivate, and work under pressure.
• Willingness to articulate contrary views or challenge where necessary.

What can we offer you

• A workplace culture where our people feel valued, respected, and empowered.
• Flexible work arrangements to support work/life commitments and wellbeing.
• Be part of a purpose‑led organization that gives back to the WA community.
• An environment that values ongoing career development.
• Free Roadside Assistance and discounts on RAC products and services including Holiday Parks and Resorts, Security, Finance, Auto Services, and Insurance.
• Opportunities for community engagement and corporate volunteering.

Applications close COB Wednesday 9th September 2026.

#BetterJourneysRAC #LI‑LH1

RAC is a purpose‑led member organisation

Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members.

At RAC we don't have shareholders. That means we reinvest our profits for the better of our members and our State.

Our Purpose is to be the driving force for a better WA.

Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians.

Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA.

RAC is an equal opportunity employer.

We continue to build an inclusive workplace where we respect and celebrate differences.

We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds.

For any assistance please contact [e-mail]