Overview
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.
Be part of a team that play a critical role in setting and shaping the future of Retail Claims. This role sits at the heart of Retail Claims transformation, where you'll use process intelligence, service design and analytics to simplify, standardise and modernise end‐to‐end claims customer journeys. If you enjoy turning complex processes into clear, scalable and customer‐centric solutions, this is your opportunity to make a tangible impact at scale.
This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne) or Meanjin (Brisbane).
What You\'ll Do
* Conduct deep end‐to‐end process diagnostics to identify inefficiencies, risks, bottlenecks and improvement opportunities across Retail Claims
* Apply Lean, Six Sigma, process mining and service design techniques to redesign customer and colleague journeys
* Develop future‐state process designs and service blueprints that enable automation, digital solutions and AI‐enabled ways of working
* Translate process data and insights into practical recommendations that improve cycle time, quality, cost and customer outcomes
* Act as a custodian of key process and journey artefacts, supporting strong governance, consistency and regulatory alignment
* Support enterprise and claims transformation initiatives, including system implementations, regulatory change and large‐scale programs
What You\'ll Bring
* Proven experience in process excellence, continuous improvement or operational transformation within complex service or regulated environments (claims or financial services desirable)
* Strong capability in Lean, Six Sigma, value stream mapping and end‐to‐end process redesign (Green Belt or equivalent preferred)
* Experience using process modelling, BPM or collaboration tools (e.g. Visio, Signavio, Miro) and data analysis tools to drive insight‐led improvement
* An analytical mindset with the ability to connect data, systems, people and processes to design scalable solutions
* Excellent communication and influence skills, with a talent for explaining complex concepts using clear visuals and storytelling
* A collaborative working style and confidence partnering across business, technology and data teams
* Tertiary qualification in Business or a related discipline
What We Offer
* Boosted superannuation with 13% as standard.
* 20 days annual leave + 5 days MyLeave (extra leave for what's important to you).
* Work from home and many more flexibility options with myFlex.
* 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
Applications close: Wednesday 29 April 2026 11:59PM AEDT
Adjustments and Support
If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to recruitment@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.
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