Customer Advocacy & Vulnerability Specialist

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.

Help shape better outcomes for our customers by bringing a strong voice of advocacy into the heart of the business. In this role, you’ll work across teams to influence how we think about customer equity, inclusion and vulnerability, ensuring these principles are embedded into everyday decisions. You’ll play a key role in driving meaningful change, improving processes, and helping create experiences that truly support customers when they need it most.

This is a permanent full-time role based in multiple locations across Australia.

What You'll Do

• Drive internal customer advocacy initiatives, ensuring customer equity and vulnerability principles are embedded across business activities

• Use insights and data to identify opportunities to enhance customer experiences, form actionable recommendations and drive continuous improvement

• Engage and influence stakeholders across the organisation to improve customer outcomes and address identified gaps

• Support and embed relevant customer policies and commitments, ensuring alignment with agreed frameworks and governance requirements

• Contribute to the planning and delivery of strategic initiatives that improve customer inclusion and outcomes across the organisation, including through representation on working groups and divisional programs

• Manage external relationships where required, supporting delivery of specific initiatives or partnerships

What You'll Bring

• Strong stakeholder engagement and influencing capability across diverse teams and functions

• Experience navigating organisational processes, frameworks, systems and governance structures

• Confidence working in complex environments, balancing multiple priorities and stakeholders

• Strength in analysing and interpreting data and information to form actionable insights

• Strong written and verbal communication skills, with the ability to present ideas clearly

• A passion for improving customer outcomes, particularly for vulnerable or underserved groups

• Experience in the Insurance or Financial Services industries

• A collaborative, proactive and adaptable approach, with openness to working across the organisation

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 8 July 2026 11:59PM AEST

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [email protected] 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.