Head of Customer Experience Centre

At Allianz, we're proud to be named one of the Best Workplaces in Australia 2025 and a Great Place to Work. As a leading global insurance and asset management brand, we prioritise care for our customers, the planet, and each other. We hire people who can further our commitment to caring and securing the future for our customers.

Reporting to the General Manager Direct, this role will lead the strategic direction and operational delivery of Allianz’s multi-location Customer Experience Centres. The successful candidate will develop and implement strategies that drive seamless customer experiences at scale, optimise operational performance, and build capability across our workforce to consistently deliver excellent service outcomes..

Let's care for tomorrow, so we can create a better future together, for everyone. 

About the role:

• Shape and lead a compelling Contact Centre strategy that elevates customer experiences, delivers measurable outcomes, and reinforces trust at every interaction.
• Translate enterprise ambition into meaningful customer outcomes, inspiring teams to create moments that matter for customers.
• Lead large‑scale Contact Centre operations through transformation, embedding service excellence, contemporary ways of working and continuous improvement across channels.
• Enable customer‑led commercial growth, partnering with the business to support new projects and sales activity while delivering seamless service experiences.
• Be the voice of the customer at the executive table, providing clear insights, performance reporting and recommendations to senior leaders to guide thoughtful decisions and change.
• Build a future‑ready workforce, nurturing an engaged, diverse and high‑performing culture through inclusive leadership, capability uplift and talent pathways.
• Harness data and customer insights to improve resourcing, improve experiences, and lead smarter, evidence‑based decisions.
• Champion customer advocacy, risk and compliance excellence, ensuring you strengthen trust and improve outcomes by using regulatory obligations, complaint management, and customer feedback. 

About you:

• 10+ years experience leading large contact centre teams in a complex, medium to large organisation.
• Advanced ability to collaborate with executive leaders and influence outcomes.
• Demonstrated capability to define and lead cultural change across a large, diverse and multi-location team.
• Broad contemporary understanding of underwriting principles and the regulatory environment.
• Proven ability to identify and facilitate profitable growth and improvement opportunities for a Contact Centre operation.
• Extensive experience empowering people to realise their highest potential by recognising and developing individual and team performance and building talent pipelines to safeguard current and future organisational needs.
• Experience articulating a customer centric culture and exemplifying behaviours at all levels of the organisation.
• Excellent knowledge of technology, systems, processes and Contact Centre operations. 

Benefits and perks:

• Inclusive Culture: Join a supportive team and bring your authentic self to work every day! 
• Flexible Work-Life Balance: Enjoy flexible and remote work options and workplace adjustments, with support for your work/life balance. 
• Career Development: Access mentoring, development and global mobility opportunities, including access to over 10,000 learning resources.
• Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness plans and the Employee Share Purchase Program- own a piece of your employer!
• For more details about our benefits, visit the Allianz Careers site.

#LIHybrid

About Allianz Group 

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.  

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.  

Adjustments and support  

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.  

Join us. Let’s care for tomorrow. www.allianz.com.au/careers