Head of Customer Experience & Wellbeing

AIA; Australia; On-site; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Training & development

Internal mobility

Additional leave entitlements

Wellbeing programs

Job summary

AIA Australia is seeking a General Manager, Customer to shape and lead our customer experience, engagement and wellbeing strategy. You will champion a customer-first culture, embed the voice of the customer in decisions, and drive enterprise-wide outcomes across channels and partnerships.

Reporting to the Chief Customer Operations and Claims Operations Officer, you will influence executive and board-level decisions while guiding governance, risk and remediation for customer outcomes across a

Qualifications

• Extensive senior leadership experience in customer experience, 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.
• 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.
• 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.

Responsibilities

• 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.

Skills

Leadership

Customer strategy

Journey mapping

Governance & compliance

Data-driven decisions

Stakeholder management

Job description

AIA Australia is seeking a General Manager, Customer to shape and lead our customer experience, engagement and wellbeing strategy. You will champion a customer-first culture, embed the voice of the customer in decisions, and drive enterprise-wide outcomes across channels and partnerships.

Reporting to the Chief Customer Operations and Claims Operations Officer, you will influence executive and board-level decisions while guiding governance, risk and remediation for customer outcomes across a