General Manager, Customer

AIA; Melbourne; On-site; AUD 260,000 - 360,000; Full time

Job summary

AIA Australia is seeking a General Manager, Customer to shape and lead the customer experience, engagement and wellbeing strategy. You will champion a customer-centric culture and ensure the voice of the customer informs decision-making, delivering simple, personalised experiences that build trust and long-term value.

Reporting to the Chief Customer Operations and Claims Operations Officer, you will influence executive decisions, evolve AIA Embrace, and drive enterprise-wide customer outcomes

Qualifications

• Extensive senior leadership experience in customer experience, engagement, governance or related functions within a regulated organisation.
• Proven success setting and executing enterprise customer strategies that deliver measurable outcomes.
• Ability to shape customer journeys and influence digital and operational delivery without direct ownership of enterprise transformation.
• Strong command of customer governance, complaints and remediation oversight, risk and compliance in financial services or a highly regulated industry.
• Executive-level influencing, Board communication and stakeholder management with a track record of building high-performing teams.

Responsibilities

• Lead AIA Australia’s enterprise customer strategy and drive a customer-first approach with measurable outcomes.
• Shape and optimise customer journeys across channels and touchpoints.
• Champion customer insights and data-driven decisions to set priorities and investments.
• Drive growth of AIA Embrace and wellbeing initiatives to boost engagement and lifetime value.
• Partner with Marketing, Distribution, Digital, Operations, Claims and Fund partners to deliver seamless experiences.
• Provide enterprise oversight of complaints, remediation and customer outcome risks.
• Lead and influence at senior levels, engaging Executive, Board and external stakeholders.

Job description

BE THE DIFFERENCE At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play.

If you want to make a difference by helping shape a healthier, better-protected Australia, read on. The opportunity: As General Manager, Customer, you will shape and lead AIA Australia’s customer experience, engagement and wellbeing strategy, creating simple, personalised and meaningful experiences that deepen trust, improve wellbeing and deliver long-term value for customers, partners and advisers. Reporting to the Chief Customer Operations and Claims Operations Officer, you will champion a customer‑centric culture, ensuring the voice of the customer is embedded in decision‑making and that every interaction reflects AIA’s commitment to being human in the moments that matter. As a key member of the Enterprise Leadership Team, you will drive enterprise‑wide customer outcomes, lead the evolution of AIA Embrace and its broader wellbeing ecosystem, and partner across the business to deliver strategic initiatives, strong governance and sustainable customer‑focused growth. This role offers the opportunity to influence executive and board‑level decisions while shaping market‑leading customer experiences that set AIA apart.

To do this successfully you will:

• Lead AIA Australia’s enterprise customer strategy, driving a customer-first approach that delivers outstanding experiences and measurable business outcomes.
• Shape and optimise customer journeys and moments that matter, ensuring continuous improvement across all channels and touchpoints.
• Champion customer insights and data‑driven decision‑making, translating feedback and behavioural trends into strategic priorities and investment opportunities.
• Drive the growth of AIA Embrace and broader customer engagement initiatives to enhance wellbeing, retention, advocacy and long‑term customer value.
• Partner across Marketing, Distribution, Digital, Operations, Claims and Fund partners to deliver seamless, integrated experiences that support customers at every stage of life.
• Provide enterprise oversight of customer complaints, remediation and customer outcome risks, ensuring fair, transparent and sustainable solutions.
• Lead and influence at the highest levels of the organisation, building high‑performing teams and engaging Executive, Board and external stakeholders to deliver exceptional customer, commercial and regulatory outcomes.

Successful applications will demonstrate:

• Extensive senior leadership experience in customer experience, engagement, governance or related functions within a complex, regulated organisation.
• Proven success setting and executing enterprise customer strategies that deliver measurable customer, commercial and regulatory outcomes.
• The ability to shape customer journeys and influence digital and operational delivery without direct ownership of enterprise transformation.
• Strong command of customer governance, complaints and remediation oversight, risk and compliance in financial services or another highly regulated industry.
• A proven ability to convert customer insights and data into strategic priorities, investment choices and measurable improvement.
• Executive‑level influencing, Board communication and stakeholder management capability, with a record of building high‑performing multidisciplinary teams.

Why choose AIA:

• At AIA, we’ve made a promise to help people live healthier, longer, better lives.
• And it starts with our own people.
• Access our training and development to build on your current skills
• Career development through internal mobility opportunities
• Work for a business helping millions of Australians and make a difference to someone’s life everyday
• Access additional leave days a year to recharge and refresh yourself
• Enjoy wonderful Health and Wellbeing initiatives that support you
• At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians.
• As part of the AIA Group - the largest independent publicly listed pan‑Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.
• Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives.
• We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.

At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels.

We will support you to broaden your perspective, strengthen your capabilities and grow your impact.

Together, we challenge assumptions, learn from one another and find better ways forward.

Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.

Are you? If you want to be part of an organisation that helps people live better every single day,

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Bring your difference to AIA