General Manager, Customer Experience & Wellbeing

AIA; Sydney; Hybrid; AUD 250,000 - 350,000; Full time

Benefits offered by this job

Health and wellbeing initiatives

Internal mobility opportunities

Training and development programs

Additional leave days

Job summary

AIA Australia seeks a General Manager, Customer to shape and lead customer experience, engagement and wellbeing strategy. Reporting to the Chief Customer Operations and Claims Operations Officer, you will champion a customer-centric culture and embed the voice of the customer in decision-making.

You will drive enterprise-wide outcomes, evolve wellbeing ecosystems, and partner across the business to deliver strategic initiatives with governance and sustainable growth.

Qualifications

• Extensive senior leadership experience in customer experience, engagement or governance within a regulated organisation.
• Proven ability to set and execute enterprise customer strategies delivering measurable outcomes.
• Ability to shape customer journeys and influence digital/operational delivery without direct ownership of enterprise transformation.
• Strong governance, complaints and remediation oversight, risk and compliance in financial services or similarly regulated industry.
• Ability to translate customer insights into strategic priorities and investment decisions.
• Executive-level influencing and board communication with proven cross-functional leadership.

Responsibilities

• Lead enterprise customer strategy and drive a customer-first approach across the organisation.
• Shape and optimise customer journeys and moments across channels and touchpoints.
• Champion data-driven decision making, translating insights into priorities and investments.
• Grow customer engagement initiatives to enhance wellbeing and long-term value.
• Partner across Marketing, Distribution, Digital, Operations, Claims and Fund partners for integrated experiences.
• Provide enterprise oversight of complaints, remediation and customer outcome risks.
• Lead and influence at executive and board levels, building high-performing teams.

Skills

Senior leadership

Customer strategy

Governance

Stakeholder management

Education

Bachelor’s degree or equivalent

Job description

AIA Australia seeks a General Manager, Customer to shape and lead customer experience, engagement and wellbeing strategy. Reporting to the Chief Customer Operations and Claims Operations Officer, you will champion a customer-centric culture and embed the voice of the customer in decision-making.

You will drive enterprise-wide outcomes, evolve wellbeing ecosystems, and partner across the business to deliver strategic initiatives with governance and sustainable growth.