Head of Claims Strategy & Transformation

Tower; Auckland; Hybrid; NZD 180,000 - 280,000; Full time

Benefits offered by this job

Parental leave

Birthday day off

Annual leave top-up

Wellness leave

Career growth

Flexible working

Office in Auckland

Product discounts

Life insurance

Job summary

Tower in Auckland is seeking a Head of Claims Strategy & Transformation to shape how our Claims function evolves. You will set direction, build a roadmap and turn strategy into practical change that improves customer experience, strengthens performance and prepares Claims for the future.

You will work with leaders across Claims, Technology, Enablement, Operations, Product and Risk to prioritise initiatives, sponsor innovations, and ensure value, governance and measurable outcomes while guiding a

Qualifications

• Senior leader with strong experience across claims, insurance operations, strategy or transformation.
• Experience shaping strategy, transformation roadmaps, business cases or governance updates.
• Ability to work with senior stakeholders to align priorities, manage dependencies and make trade-off decisions.
• Using customer, claims, cost or operational data to identify opportunities and track outcomes.

Responsibilities

• Lead claims strategy & transformation, setting direction and roadmap.
• Sponsor innovation, AI, automation, and platform improvements.
• Translate insights into practical delivery and govern change programs.
• Collaborate across Claims, Technology, Enablement, Operations, Product and Risk to land initiatives.

Skills

Leading teams

Strategy development

Stakeholder management

Data-driven decision making

Automation

Job description

Head of Claims Strategy & Transformation

As a proud Kiwi born and bred insurer, we pride ourselves in challenging status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa.

At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work.

About the role

Claims is at the heart of what we do at Tower. It’s where we show up for customers when they need us most, and where the experience we create can make a real difference.

As Head of Claims Strategy & Transformation, you’ll play a key role in shaping how our Claims function continues to evolve. You’ll set the direction, build the roadmap and help turn strategy into practical change that improves customer experience, strengthens performance and prepares Claims for the future.

What this looks like day to day

You’ll work closely with leaders and teams across Claims, Technology, Enablement, Operations, Product and Risk to understand what matters most, prioritise the right initiatives and make sure change lands well. This includes sponsoring innovation, AI, automation, platform improvements and broader enterprise change, while keeping a clear focus on value, governance and measurable outcomes.

You’ll also lead a team that helps translate insights, opportunities and priorities into practical delivery. The role suits someone who can move comfortably between big-picture strategy and the realities of operational change, bringing people with them along the way.

What you’ll bring

We’re looking for a senior leader with strong experience across claims, insurance operations, strategy or transformation. You’ll bring sound commercial judgement, confidence working with data and a practical understanding of how technology, automation and platform change can improve customer outcomes and team performance.

You’ll likely have experience in areas such as:

• Leading teams and delivering outcomes through others.
• Shaping strategy, transformation roadmaps, business cases or governance updates.
• Working with senior stakeholders to align priorities, manage dependencies and make trade-off decisions.
• Using customer, claims, cost or operational data to identify opportunities and track outcomes.

We invest in you.

We're serious about looking after our people. Along with a competitive salary, we offer a bunch of perks and benefits to support you and celebrate the work you do:

• 26 weeks of paid parental leave for the primary carer and 4 weeks for partners
• A paid day off on your birthday
• 22 days annual leave, plus two extra annual leave days and the option to buy up to eight more
• Wellness leave
• Career growth and internal progression opportunities
• Flexible working and a beautiful, modern office in Auckland
• Discounts on Tower insurance products
• Free life insurance