Teams at AIA Group Limited

Leads AIA Australia's enterprise customer marketing and communications strategy across life and health insurance. Oversees lifecycle communications, governance, customer engagement, retention, CRM and marketing automation capabilities, personalisation, consent management, and cross-functional delivery. Uses customer insights, data, journey analysis, and experimentation to improve communications and customer outcomes while ensuring regulatory, privacy, risk, and compliance standards. Builds stakeholder alignment, influences enterprise decisions, and drives continuous improvement across customer journeys.

Lead end-to-end UX and UI design strategy for complex digital products, services, and customer journeys. Partner with CX, product, technology, and senior stakeholders to shape roadmaps, improve usability and accessibility, govern design systems, and deliver scalable omnichannel experiences. Use research, data, validation, automation, and AI to simplify processes and improve customer and business outcomes. Provide hands-on design leadership, coaching, and design practice maturity within a nine-month contract.

Manage a portfolio of income protection and total permanent disability claims, ensuring timely and sustainable outcomes. Responsibilities include investigating and resolving disputes, meeting service-level agreements, managing stakeholder relationships, and preparing customer communications, including complex and adverse decision advice. Candidates need prior claims assessing experience in life, workers compensation, or health insurance, along with strong relationship management and a customer-first approach.