General Manager, Customer

Job no: 494486

Work type: Permanent - Full Time

Location: Brisbane CBD

Categories: Leadership

WorkCover Queensland is entering an exciting new chapter, with a renewed strategic focus and strong executive leadership guiding our organisation's 2030 Strategy. We're embarking on an enterprise-wide transformation that will enable us to continue making a positive difference to people's lives and keep Queenslanders working.

Reporting to the Chief Operations and Technology Officer, the General Manager, Customer holds a critical enterprise-wide remit — leading WorkCover Queensland's Customer Group to deliver empathetic, outcome-focused experiences across every customer touchpoint. You will provide strategic leadership that ensures our services are accessible and responsive, while collaborating closely across the division to deliver a truly integrated end-to-end customer journey.

• Oversee execution of the customer strategy and channel architecture across all customer touchpoints
• Shape the enterprise communication strategy and standards, covering corporate and external customer communications
• Lead the generation of customer insights to inform service design, business improvement, and communications
• Partner across the division and the broader enterprise to drive integrated, consistent customer experiences that support return-to-work outcomes

What You'll Bring

• Tertiary qualification in Business, Commerce, Communications, Marketing or a related discipline; postgraduate qualifications highly regarded
• 10+ years' experience in customer strategy, digital channels and/or customer communications within financial services or a regulated environment
• Demonstrated success transforming customer operations and improving satisfaction and engagement outcomes at scale
• Deep knowledge of the financial services industry, including the commercial, regulatory and stakeholder considerations relevant to WorkCover's operating environment
• Proven ability to lead large teams of leaders and deliver transformational change on time, within budget and to quality standards
• Track record of effective engagement with Board, CEO and executive leadership teams, including developing papers and communicating at all organisational levels

WorkCover Queensland exists to make a genuine difference — supporting injured workers and Queensland employers through what can be a complex and difficult experience. As General Manager, Customer, you will have real authority to shape how that experience feels at every moment that matters. You'll join an Operations and Technology leadership team that values clear thinking, cross-functional collaboration, and a shared commitment to outcomes over activity. This is an organisation where customer-led thinking is backed by the structural weight of a statutory insurer and the ambition of a team committed to doing things better.

At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what's possible - and we're looking for people who share these values. Working in a collaborative team environment within a supportive and engaged organisation, you'll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry-competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).

Advertised: 07 Jul 2026 (9:00 AM) E. Australia Standard Time

Applications close: 20 Jul 2026 (12:00 AM) E. Australia Standard Time