Digital Experience & Channels Specialist

IAG; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

13% superannuation

20 days annual leave + 5 days MyLeave

Up to 50% off personal insurance

Partner discounts on private health &家

20 weeks paid parental leave

Access to LinkedIn Learning & IAG Aca

Job summary

IAG is seeking a Digital Experience & Channels Specialist to shape the future of digital experiences across our intermediary business. You will work with CX, Insights, Design, Technology and Transformation teams to influence major initiatives and build the foundations for the next generation of digital experiences across CGU and WFI brands.

Based in Sydney or Melbourne, this permanent full-time role offers the chance to improve journeys, drive CRM and self-service capabilities, and partner with

Qualifications

• Broad experience in digital experience and channels.
• Strong customer focus and ability to turn data into recommendations.
• Experience with websites, portals, marketplaces or other customer-facing digital platforms.
• Strong communication and collaboration across teams.
• Ability to work independently in a dynamic environment.
• Curiosity about AI and emerging technology.
• Continuous improvement mindset balancing commercial realities.

Responsibilities

• Improve customer and broker experiences with a focus on digital channels (eg websites, portals, marketplaces) and other customer technology platforms (eg CRM, contact centre solutions).
• Identify opportunities to simplify journeys, remove friction and create more seamless experiences across digital and assisted channels.
• Partner with CX, technology, operations and business teams to translate customer needs into practical solutions and delivery priorities.
• Support transformation initiatives by ensuring customer and channel considerations are reflected throughout planning, delivery and continuous improvement activities.
• Contribute to the development of future digital capabilities, including CRM, self-service experiences, AI enabled solutions and emerging channels.
• Monitor channel performance, customer and broker feedback and other insights to evaluate outcomes and help prioritise improvement opportunities that deliver value for customers and the business.

Skills

Digital experience

Digital channels

Business analysis

Cross-functional collaboration

Customer focus

Data-driven decisions

Communication skills

Tools

CRM software

Web portals

Job description

Digital Experience & Channels Specialist

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 the future of digital experiences across IAG’s intermediary business and create better outcomes for customers, partners and brokers across our CGU and WFI brands. As part of the IIA Customer Experience team, you'll play a key role in improving today's digital journeys while helping define the future direction of websites, portals, Marketplace and emerging digital capabilities. This is a unique opportunity to join a growing capability and become IIA's first dedicated digital experience specialist, working closely with Customer Experience, Insights, Design, Technology and Transformation teams to influence major initiatives and build the foundations for the next generation of digital experiences. This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney) or Naarm (Melbourne).

What You’ll Do

• Improve customer and broker experiences with a focus on digital channels (eg websites, portals, marketplaces) and other customer technology platforms (eg CRM, contact centre solutions).
• Identify opportunities to simplify journeys, remove friction and create more seamless experiences across digital and assisted channels.
• Partner with CX, technology, operations and business teams to translate customer needs into practical solutions and delivery priorities.
• Support transformation initiatives by ensuring customer and channel considerations are reflected throughout planning, delivery and continuous improvement activities.
• Contribute to the development of future digital capabilities, including CRM, self-service experiences, AI enabled solutions and emerging channels.
• Monitor channel performance, customer and broker feedback and other insights to evaluate outcomes and help prioritise improvement opportunities that deliver value for customers and the business.

What You’ll Bring

• Broad experience in areas such as digital experience, digital channels, customer platforms, business analysis or a related discipline, ideally within B2B or and/or intermediated markets.
• Strong customer focus and the ability to turn data, insights and business needs into practical recommendations and actions.
• Experience working with websites, portals, marketplaces or other customer-facing digital platforms.
• Strong communication and collaboration skills, with an ability to work effectively across business, technology and customer teams.
• Able to work independently in a dynamic environment, balancing competing priorities, navigating ambiguity and maintaining momentum across multiple initiatives.
• Curiosity about emerging technology, AI and the future of customer experiences.
• A continuous improvement mindset and genuine passion for creating better experiences for customers and partners whilst balancing commercial realities.

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.

*employment type eligibility criteria apply

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to ***********@iag.com.au for a confidential conversation.

More About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.