Adica Insurance is an Australian company which is part of the global MS&AD Group, headquartered in Japan. We offer motor vehicle insurance to the Australian market under the
Toyota Insurance, Lexus Insurance
and
Powertorque Insurance
brands.
At Adica, we put people first. We strive to create a place where everyone is welcome, and everyone can flourish.
Here is a place you can learn and grow, challenge yourself and discover new possibilities. We have a strong culture of internal progression, and we love to help our people find out exactly what they're capable of.
We know that life is not all about work, but work is a big part of life, so we embrace flexibility to make sure work doesn't get in the way of the other things that matter. We operate a hybrid model - with office space for collaboration, creativity and relationship building, and home offices for focused work where you can better manage life's other demands.
Adica Insurance is recognised as an Employer of Choice and is also a certified Family Inclusive Workplace. We are also proud to be a member of the Diversity Council Australia. We've recently been awarded the prestigious ANZIIF award for Small/Medium General Insurer of the year.
The Role & The Team
It's an exciting time for Adica! We're implementing our 2028 strategy, and our people play a key role in achieving our objectives. As an integral part of the Claims & Service department, you will be pivotal in revolutionising the customer experience by driving and leading new and existing strategies.
This opportunity will see you:
Develop and implement CX strategies that are driven by customer insights, data analytics and market trends that are aligned with business objectives.
Collaborate with the operational teams to execute these strategies, ensuring swift adjustments based on customer feedback and operational realities.
Work with operational colleagues to identify and address customer pain points, driving operational changes that eliminate friction and enhance the overall experience.
Act as a key advocate for the customer experience, working cross-functionally with leadership, operations, and frontline teams to embed a customer-first mindset.
Analyse industry best practices and emerging trends in CX, integrating these insights into a continuous improvement roadmap.
Communicate CX vision and progress to key stakeholders, ensuring alignment with broader strategic priorities and driving buy-in across the organisation.
Your Skills & Experience
Extensive experience in a Customer Experience strategy or customer-focused role, preferably in a leadership capacity.
Strong understanding of customer experience principles, methodologies, and best practices.
Excellent analytical skills with the ability to interpret data and make data-driven recommendations.
Experience with agile ways of working, to build hypotheses and optimisation/testing plans.
Strong leadership and team management abilities, with experience leading cross-functional teams.
Experience in strategic planning, facilitation, liaison, time management, and team organisation, a strategic leader with experience in transformative management.
An expert thinker and doer, collaborator and mentor that brings out the best in others.
Strong interpersonal and communication skills with a pro-active approach to problem-solving and attention to detail.
Demonstrated capacity to act independently within established guidelines, using discretion and sound judgement.
Strong stakeholder relationships and comfortable having courageous conversations.
Comfortable with presenting to whole of organisation and collaborating with executive leadership.
What We Offer At Adica
At Adica we put people first, we strive to create a workplace where all employees feel supported and empowered. We have a range of initiatives in place to support you and were recently certified as a Family Inclusive Workplace:
A considerable discount on motor vehicle insurance for you and your family.
14 weeks Paid Parental Leave for all parents + super payments for both paid and unpaid leave, up to 52 weeks.
A Wellbeing Program for all staff.
Events and initiatives to enjoy throughout the year.
Reward and recognition programs including company-wide Excellence Awards.
Access to an Employee Assistance Program 24/7, available for you and your family.
Flexibility with work location – we offer hybrid working to work from home and in the office.
Apply Now:
If you're keen to join Adica and be a part of our team, please apply now making sure you provide a cover letter and CV. We encourage you to apply for this position as soon as possible.
We are passionate about building and maintaining a diverse and inclusive workforce. Adica is an Equal Opportunity Employer, and we encourage applicants from all cultural backgrounds to apply, and we will provide a safe and supportive workplace for people with disabilities.
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