Customer Advocacy Delivery Lead

As a Customer Advocacy Delivery Lead, you will play a key role in driving improvements across complaints management and customer vulnerability practices. Working across the business, you will lead strategic initiatives, deliver system and process enhancements, and use customer insights to influence meaningful change that improves customer outcomes and strengthens organisational capability.

What You'll Do

• Lead the ongoing enhancement, embedding, and maintenance of the Complaints Management Framework, ensuring alignment with regulatory requirements and industry best practice.
• Drive initiatives that improve complaints and customer vulnerability processes, systems, reporting, and overall organisational maturity.
• Analyse complaints and customer vulnerability data to identify trends, root causes, and opportunities for improvement, translating insights into actionable business outcomes.
• Partner with stakeholders across the business to influence change, improve customer experiences, and strengthen complaints and vulnerability management practices.
• Lead the planning, delivery, and implementation of strategic projects, system enhancements, and continuous improvement initiatives.
• Coordinate and enhance complaints and vulnerability reporting, ensuring accurate, meaningful insights are provided to leaders and governance forums.
• Develop and maintain controls, training, communications, and supporting resources that promote a strong customer advocacy and compliance culture.
• Monitor escalated complaints and support adherence to regulatory obligations, risk frameworks, and customer advocacy standards.

What You'll Bring

• Experience leading projects, change initiatives, or continuous improvement programs within a customer-focused or regulated environment.
• Strong analytical capability, with experience interpreting data, identifying trends, and developing insights that influence business decision-making.
• Demonstrated experience managing stakeholder relationships and influencing outcomes across multiple business functions and senior leadership levels.
• Excellent written and verbal communication skills, including the ability to present complex information clearly and effectively.
• Experience working with risk, compliance, governance, or customer advocacy frameworks.
• Strong organisational skills, with the ability to manage multiple priorities, dependencies, and stakeholders simultaneously.
• A customer-centric mindset with a passion for improving customer outcomes and driving positive organisational change.
• Tertiary qualifications in Business, Customer Experience, Project Management, Risk Management, or a related discipline are desirable.

Why join Suncorp?

This is an opportunity to join a team that's building for the future.

You'll work on meaningful projects that span brand, campaigns, digital, content and customer experience, giving you exposure to a broad range of marketing disciplines and the opportunity to grow your capability. You'll be trusted to contribute ideas, encouraged to challenge constructively and supported by experienced colleagues who genuinely enjoy working together.

If you're looking for a role where you can make a visible contribution while continuing to develop your career, we'd love to hear from you.

About Suncorp NZ

We’re proud to be part of the Suncorp Group, home to some of Australia and New Zealand’s most trusted insurance brands. Together, we deliver faster, simpler, and better outcomes for our customers and partners.

At Suncorp, we believe we are at our best when our workforce reflects the diversity of our communities. We’re committed to creating an inclusive culture, offering flexible work, career development, and opportunities for internal mobility.

If you require adjustments to participate equitably in our recruitment process or workplace, contact ***email_hidden*** for a confidential conversation.

If you're excited by the opportunity to help shape the future of the Vero brand while growing your own career, we'd love to hear from you.. Apply online today!