Help improve customer outcomes when they matter most. At HomeRepair, we support home insurance customers through residential repair and Make Safe services following unexpected property damage. We're looking for a Customer Experience Leader to drive customer outcomes, lead complex complaint resolution and champion continuous improvement across our business.
About the Role Reporting to the Head of Operations, you'll lead customer advocacy and experience initiatives that improve service delivery and strengthen customer outcomes. Working closely with operational leaders and stakeholders across HomeRepair and Suncorp, you'll use customer feedback, complaints and insights to identify opportunities, influence change and deliver meaningful improvements.
Key Responsibilities - Leading customer advocacy and continuous improvement initiatives
- Managing complex customer complaints and escalations
- Analysing customer feedback and identifying improvement opportunities
- Driving root cause analysis and sustainable process improvements
- Influencing stakeholders to deliver better customer outcomes
- Monitoring customer experience performance and reporting on trends
What You'll Bring We're interested in candidates who have experience leading customer outcomes within complex service environments such as insurance, claims, customer resolutions, service delivery, utilities or contact centres.
You'll also bring:
- Experience managing customer complaints and escalations
- Strong stakeholder engagement and influencing skills
- Continuous improvement and problem-solving capability
- Ability to analyse customer data and identify trends
- Excellent communication skills and sound judgement
- A genuine passion for delivering better customer experiences
Why You'll Love This Role -
Competitive Annual Salary: $13•-150K inclusive of 12% Super
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Flexible hybrid working: enjoy the flexibility to balance work and life with a hybrid working model and Wellness Day each year.
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Work with purpose: help customers navigate some of life's most challenging moments following unexpected damage to their homes.
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Health and wellbeing benefits: access Fitness Passport, onsite gym facilities in Melbourne and a range of wellbeing initiatives.
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Lead meaningful change: use customer insights, complaints and feedback to influence decisions and drive improvements across the business.
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Family-friendly benefits: access 20 weeks paid parental leave for primary carers.
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Visible impact: own customer advocacy, complex escalations and improvement initiatives where your work directly shapes customer outcomes.
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Enjoy additional benefits: receive discounts across Suncorp insurance brands.
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Partner with senior leaders: collaborate closely with leaders across HomeRepair and Suncorp to deliver better experiences for customers.
Ready to Make an Impact? If you're passionate about improving customer outcomes, leading meaningful change and influencing positive experiences in a complex service environment, we'd love to hear from you.
Applications close Friday, 7 August 2026. HomeRepair is an equal opportunity employer committed to creating an inclusive and diverse workplace. We welcome applicants from all backgrounds and experiences. If you require adjustments throughout the recruitment process, please let us know.
