At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.   

In this role you will connect customer, colleague and business outcomes with the strategy, performance and evolution of Contact Centre Technology. You will work across business, technology, operations, vendors and delivery partners to align priorities, manage investment and risk, and translate complex technology and operational challenges into clear business outcomes and practical recommendations.

You will lead the Contact Centre Technology portfolio across voice, digital and agent-assisted channels, ensuring the delivery of reliable services while guiding the transition from legacy platforms to modern cloud-based solutions. Accountable for portfolio strategy, services, transformation, financial and commercial performance, you will drive operational maturity and continuous improvement through Product Owners, delivery and operations leaders, technical teams, vendors and partners.

This is a full time permanent opportunity based in Gadigal Country (Sydney) or Naarm (Melbourne)                

What You'll Do   

Technology accountabilities

• Develop and maintain the Contact Centre Technology strategy, roadmap and target state aligned to business and enterprise direction.
• Translate enterprise strategy into portfolio priorities, making technology, investment and delivery trade-offs within delegated authority.
• Balance customer and colleague outcomes with service performance, lifecycle management, cyber security, resilience, regulatory obligations, cost and capacity.
• Maintain a multi-year portfolio plan covering lifecycle events, renewals, funding priorities, technology evolution and key dependencies.
• Provide technology leadership and challenge, escalating material decisions through appropriate governance.
• Ensure technology decisions support sustainable operations and measurable business outcomes.

Business engagement

• Build strong relationships across business and technology teams to understand customer, colleague and business priorities.
• Define and monitor measurable experience, service, financial and risk outcomes.
• Use customer feedback, operational performance and service insights to identify improvements and assess delivered value.
• Provide clear information on roadmap priorities, service performance, costs, risks and capabilities.
• Present evidence-based options and recommendations, securing decisions through appropriate governance.
• Identify dependencies and risks early, translating insights into measurable improvements.
• Connect technology performance with customer and business outcomes across Australia and New Zealand.

Product strategy and delivery

• Own the integrated roadmap across transformation, lifecycle management, continuous improvement, technical debt reduction and platform retirement.
• Prioritise initiatives based on value, cost, risk, operational readiness, architecture direction and business benefit.
• Develop business cases and investment proposals to support strategic outcomes.
• Remain accountable for delivery outcomes, working through Product Owners and the Delivery Manager to execute priorities.
• Establish a sustainable operating model with clear ownership, effective controls and strong governance.
• Build capability across cloud services, evergreen delivery and emerging AI-enabled technologies.

Product operations

• Own portfolio-level outcomes for reliability, security, resilience, operational risk and continual improvement.
• Hold leaders accountable for service health, incident management, lifecycle management and operational performance.
• Use telemetry and service insights to identify issues early and prevent customer or colleague impacts.
• Improve observability, automation and self-service to reduce repeat failures and avoidable demand.
• Ensure material service, cyber, resilience and regulatory risks have clear ownership and treatment plans.
• Simplify products and processes by retiring legacy capabilities and automating repeatable work

Financial management

• Manage portfolio budgets, forecasting, investment planning and financial performance.
• Make commercial and financial trade-offs that balance cost, risk, service and customer outcomes.
• Partner with Procurement, Legal and Commercial teams to manage vendor relationships and commercial outcomes.
• Build financial accountability across Product Owners and managers for budgets, licences, contracts and renewals.
• Optimise costs without compromising agreed service, resilience or risk outcomes.

Leadership

• Set clear priorities, outcomes, decision rights and accountabilities across the portfolio.
• Lead and develop Product Owners, delivery, engineering and operations leaders.
• Establish consistent product management disciplines across strategy, roadmaps, prioritisation, financial management and performance measurement.
• Build leadership, product, engineering, operational, delivery and commercial capability across teams.
• Lead through influence, evidence and judgement, escalating decisions where broader authority is required.
• Delegate execution appropriately while retaining accountability for portfolio performance and outcomes.

What you’ll bring  

• Substantial product, service or portfolio management experience within a complex enterprise environment.
• Proven experience developing and executing technology strategies, roadmaps, lifecycle plans, business cases and investment proposals.
• Demonstrated accountability for significant budgets, financial forecasts, vendor relationships and commercial outcomes.
• Experience leading through Product Owners, managers, technical leaders and multidisciplinary teams.
• Proven track record delivering major technology transformations while maintaining reliable customer-facing services.
• Strong Contact Centre Technology expertise, with the technical credibility to evaluate options and constructively challenge recommendations.
• Experience leading across business, architecture, cyber security, data, engineering, operations, delivery, risk and vendor functions.
• Demonstrated ability to use data and evidence to prioritise initiatives and improve operational maturity.
• Highly developed communication, stakeholder engagement, facilitation, negotiation and commercial management skills.
• Experience within the financial services sector ideally

What We Offer   

• Boosted superannuation with 13% as standard.   

• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).   

• Work from home and many more flexibility options with myFlex.   

• Up to 50% off personal insurance, including home and motor insurance.   

• Partner discounts on private health insurance, tech & appliances, and many more.   

• Industry-leading 20 weeks paid parental leave.   

• Access to LinkedIn Learning, the award-winning IAG Academy, and study assistance .   

*employment type eligibility criteria apply   

Applications close: Friday 30 October 2026 11:59PM AEDT   

Adjustments and Support   

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

More About Us    

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.