Change & Communications Analyst

The role
The core purpose and function of the Claims & Assessing Division is to manage the Claims Process in order to control costs while providing our customers with a seamless and easy customer journey.  

Our aim is to provide prompt service with personal attention to all our customers and at the same time remain vigilant in the management of incurred costs

The purpose of the Design & Delivery team is “to design and deliver high performing, reliable & scalable Motor and Home Claims software which meet our customer and consultant needs. We make it easier & more efficient to lodge and manage claims.”

The Change & Communications Analyst will take responsibility for planning and executing the Change Management and Communications activities to support the effective delivery of the Design & Delivery initiatives and digitisation improvements ensuring outcomes and benefits are realised. 

What you’ll be doing
The Change and Communications Analyst is responsible for the development and delivery of targeted change management plans, communications and activities in accordance with the Auto & General delivery governance framework.

Change Management

• Plan and execute change management activities including impact analysis, stakeholder identification, change readiness, risk mitigation and communications planning.
• Deliver practical solutions that engage people in change, minimising resistance and maximising engagement across customers, employees and suppliers.
• Build and maintain strong stakeholder relationships, proactively managing and tracking activities and issues.
• Work closely with Design & Delivery and Claims Operations to understand business needs and assess the impact of changes.
• Identify and drive resolution of change risks that could impact delivery and business outcomes.
• Support the business with change embedding and awareness activities.

Communications

• Develop communication plans and materials to support engagement and education between delivery and business teams
• Support the team with tools and templates that improve operational communications, aligned to A&G corporate guidelines

Knowledge and Process Management

• Help create and maintain technical, process and procedural knowledge base content

What experience you’ll bring
Essential

• Demonstrated ability to effectively engage stakeholders at all levels of the organisation and externally where required
• Strong interpersonal, written and verbal communication skills; ability to articulate messages to a variety of audiences (internal and external)
• Experience and flair in compiling and developing communication and engagement material (e.g. TV slides, video recordings, presentation packs)
• Well-developed conceptual, analytical and problem-solving skills to support delivery team with change and communication requirements
• Exceptional attention to detail
• Ability to prioritise and coordinate activities collaboratively across teams to achieve desired business outcomes and timeframes
• Risk awareness to identify and escalate risks as appropriate

Desirable

• Tertiary qualifications or equivalent experience in change management or business/people related field
• Understanding of the factors that influence the claims cost, effectiveness and service delivery
• Previous experience in change management and/or communication work
• Previous experience in working with teams applying Agile methodology

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.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway -  Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

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, 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.