Brief Description
About the role
To significantly improve the scalability, cost-effectiveness, control, and customer experience of the Motor Claims division by designing, planning, and implementing Digitisation and optimisation initiatives. This role will leverage AI and data-driven insights to streamline processes, improve customer experience, and enhance operational efficiency.
Position Accountabilities
* Strategic Planning: Contribute to the development of the end to end program of digitisation initiatives to be included within the Claims divisional strategy through the annual planning process.
* Business Analysis & Opportunity Identification: Conduct operational and commercial analyses to identify, assess, and prioritise opportunities for process improvement and service digitisation to inform initiative development and business case submissions.
* Solution Design & Delivery: Partner with Motor Claims division leaders and cross-functional teams (Technology, Data, Customer) to design and deliver AI-powered digitisation solutions. This includes mapping data sources, process requirements, and customer service interactions to redesign end-to-end processes in Motor Claims.
* Process Optimisation: Proactively identify and resolve complex operational challenges, applying critical thinking to evaluate root causes and develop innovative solutions. Identify and implement opportunities to optimise the claims platform experience, increasing user engagement and reducing friction.
* Service Design: Materially improve the scalability, cost, control and customer outcomes in collaboration with the data & analytics function to re-define required process steps and business logic within solution designs to enable automation of the motor claims service.
* Stakeholder Engagement: Effectively engage, influence, and collaborate with various stakeholders across the business, including operational, people & culture, and change management teams to develop communication and training strategies to ensure successful adoption of new processes and systems.
* Project Management & Delivery: Support the end-to-end delivery of optimisation projects, including scope definition, timeline management, risk mitigation, solution testing, and stakeholder management.
* Data Analysis & Reporting: Utilise data analysis tools to develop process improvement and digitisation ROI insights, track KPIs, report on progress, and provide data-driven recommendations for continuous improvement. Develop accurate and insightful reports to support the embedment of optimisation initiatives.
* Continuous Improvement: Monitor benefit outcomes post-implementation, driving adjustments and enhancements to improve outcomes. Stay abreast of industry trends and best practices in claims processing and AI applications.
What Experience You'll Bring
* Bachelor's degree in business, commerce, data science, or technology.
* 3+ years' experience in business process design/optimisation, preferably within a financial services or insurance environment. Experience in motor claims is highly desirable.
* Strong attention to detail and adaptability working in a fast-paced environment.
* Strong knowledge of customer technology, systems, and AI capabilities and their application in process design and optimisation.
* Experience with digital product management, decision engines, AI tools and platforms.
* Proven ability to translate complex business problems into actionable digital solutions, identify relevant data sources, and design robust models.
* Excellent analytical, problem-solving, and decision-making skills.
* Exceptional communication and interpersonal skills with the ability to simplify complex ideas and rally stakeholders.
* Experience in process analysis, mapping, and design.
* Experience working with product analytics tools and collaborating with data science and technology teams (desirable).
* Understanding of legislative, regulatory, and compliance obligations within the motor insurance industry (desirable).
The Benefits Of Working At A&G
* Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
* Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff
* Grow with us - we've got learning and professional development opportunities to suit everyone.
* Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
* Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
* Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
* Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
About Us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.
We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.