Customer Advocacy & Vulnerability Manager

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 customers and influence meaningful change across one of Australia’s leading insurers. As Customer Advocacy & Vulnerability Manager, you'll play a critical role in ensuring customer needs, expectations and experiences are understood and embedded in decision making across the business.

You'll lead key elements of IAG's customer advocacy, inclusion and vulnerability agenda, while supporting and developing customer advocacy professionals and fostering a culture focused on fairness, inclusion and customer-centric outcomes. Working closely with senior leaders, you’ll help strengthen customer advocacy and vulnerability practices, identify opportunities to improve outcomes, and bring the voice of the customer to the forefront. If you're passionate about influencing change, developing capability, and turning insights into action, this is an opportunity to make a genuine impact.

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

• Lead the ongoing development and uplift of customer advocacy and vulnerability governance frameworks across the organisation, while providing leadership, coaching and developing team capability in this space.
• Partner with senior leaders and executive stakeholders to provide trusted advice on customer advocacy, vulnerability and customer equity priorities.
• Review customer insights, complaints, claims data and business feedback to identify risks, trends and opportunities for improvement, helping shape recommendations and implementation priorities.
• Take a leadership role in influencing and driving initiatives that improve customer outcomes, helping embed customer advocacy, inclusion and vulnerability considerations into everyday decision making.
• Facilitate forums and stakeholder discussions that bring teams together to solve customer challenges, share best practice and build organisational capability.
• Build strong internal and external relationships, representing IAG in industry discussions and connecting with advocacy networks.
• Support reporting and governance activities, ensuring customer impacts, risks and opportunities are clearly articulated to key forums.

• Experience leading, coaching, or developing others, with the ability to build capability and drive outcomes through both direct and indirect leadership.
• Experience in customer advocacy, vulnerability, governance, customer affairs or a closely related discipline.
• Recent insurance or broader financial services experience will be highly regarded.
• Strong understanding of customer vulnerability and customer outcomes, including relevant industry codes and obligations.
• Excellent written, verbal and presentation skills with confidence engaging senior and executive stakeholders.
• Proven ability to build trusted relationships and influence outcomes across diverse teams and priorities.
• Strategic thinking combined with a practical approach to delivering meaningful business and customer outcomes.
• A passion for creating fair, inclusive and accessible experiences for customers from all walks of life.

• 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: Tuesday 18 August 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_hidden*** 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.