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About the Role

This role plays a key part in shaping capability development within Retail Life Claims, directly supporting transformation initiatives and improving customer outcomes. You will partner with Claims leaders and subject matter experts to design and implement learning solutions that drive performance, enhance capability, and introduce more effective ways of working.

Responsibilities

• Design and deliver capability initiatives supporting the Retail Claims transformation program, focusing on Income Protection.
• Partner with Claims leaders and subject matter experts to embed improvements in claims management and return to work outcomes.
• Develop and implement learning solutions to drive behavior change and support adoption of new work methods.
• Support onboarding, technical pathways, and performance support tools to strengthen team capabilities.
• Facilitate workshops, coaching sessions, and learning interventions to improve performance outcomes.
• Measure and evaluate the effectiveness of learning programs and recommend improvements for better business outcomes.

Requirements

• Strong technical experience in Retail Life Claims, ideally Income Protection claims.
• Demonstrated understanding of claims decision-making, duration management, and return to work practices.
• Experience designing and delivering capability, coaching, or behavioral change initiatives in a complex environment.
• Ability to translate business priorities into practical learning solutions with measurable outcomes.
• Strong stakeholder engagement skills with the ability to influence leaders and frontline teams.
• Proven coaching and facilitation capability focused on embedding sustainable behavior change.

Skills

• Claims expertise
• Development passion
• Stakeholder engagement
• Coaching
• Facilitation

Location

• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• Mid-level

Benefits

• 5 weeks of annual leave for permanent staff
• 15 days of personal/carer’s leave
• Family Care (parental leave)
• Hybrid working arrangement (3 days in office, 2 days remote)
• Access to wellbeing programs
• AUD$500 wellbeing payment per year
• AUD$295 new starter e-voucher for work-from-home setup
• Award-winning training programs
• Global mobility opportunities
• Volunteer opportunities
• State-of-the-art Green Star rated offices
• Tree planted for every new employee

About the Company

• Forbes 2024 ‘World’s Best Employers’
• Fortune’s ‘World’s Most Admired Companies’ for 2025
• Leader in the insurance industry
• Values-driven global organisation
• Committed to making a tangible difference and taking continuous steps towards a sustainable future
• WGEA accredited
• Family Inclusive Workplace certified
• Gold AWEI Employer
• Pride in Diversity member

Equal Opportunity

• Zurich is an equal opportunity employer.
• Committed to ensuring a fair and accessible recruitment process for all candidates.
• Encourages candidates to request special accommodations for the recruitment process.