Digital Journey Specialist

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.

Help shape the future of how millions of customers experience NRMA online. As a Digital Journey Specialist, you’ll play a key role in evolving our website into a smarter, more personalised and higher‑performing digital experience.

Working at the front door of our largest brand, you’ll focus on improving how customers move through quote flows, using data, testing and insight to drive better outcomes. This is a role for someone who enjoys connecting the dots between customer behaviour, commercial impact and digital experience, and is motivated to take ideas from concept through to measurable results.

This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney) or Naarm (Melbourne).

What You'll Do

• Monitor and optimise the end‑to‑end customer journey across the NRMA website, driving measurable improvements in quote progression and conversion outcomes.


• Analyse and interpret website performance data to uncover actionable insights that inform prioritisation and drive commercial performance.


• Own and contribute to the optimisation and personalisation roadmap, prioritising initiatives based on customer impact, business value and effort.


• Lead and deliver CRO and personalisation initiatives, driving experimentation at pace to validate impact and achieve measurable improvements in conversion, engagement and customer outcomes.


• Define, scale and activate audience-led personalisation use cases, leveraging CDP capabilities to deliver targeted, real-time experiences.


• Orchestrate and optimise cross-channel journeys (web, app, email, paid) to deliver cohesive, high-performing customer experiences across touchpoints.


• Partner across content, product and marketing teams to design and deliver customer-centric experiences that balance user needs with commercial outcomes.


• Develop and present data-driven business cases that clearly articulate expected value, impact and return on investment of optimisation initiatives.


• Refine and iterate digital experiences using experimentation and data-driven insights to drive continuous performance uplift.


• Collaborate with stakeholders to align priorities, influence decisions and ensure successful delivery of strategic initiatives.


• Measure, analyse and report on key performance metrics to generate actionable insights that inform optimisation decisions and roadmap prioritisation.

What You'll Bring

• A growth-oriented and inquisitive mindset, with a drive to challenge assumptions and explore new approaches.


• Strong experience in digital analytics, with a proven ability to translate complex data into actionable insights that drive decision-making.


• Hands‑on experience in the Adobe Ecosystem, including Adobe Experience Platform, Adobe Analytics, Customer Journey Analytics, and Adobe Target.


• Exposure to Adobe Journey Optimizer or similar journey orchestration tools, with the ability to support cross-channel personalisation and customer engagement initiatives.


• Experience working with Customer Data Platforms (CDPs), including building and managing audiences at scale and enabling targeted, real-time activation across channels.


• Strong understanding of end‑to‑end personalisation strategy, from audience definition through to activation, measurement and optimisation across multiple touchpoints.


• Proven experience delivering cross-channel personalisation, integrating web, app, email and paid channels to create cohesive, measurable customer journeys.


• Demonstrated track record of delivering measurable outcomes through CRO, experimentation and personalisation initiatives.


• Confident communication skills, with the ability to influence stakeholders and translate insights into clear, actionable recommendations.


• A proactive, ownership-driven mindset, with the ability to anticipate challenges, drive initiatives forward and deliver measurable outcomes.


• Demonstrated experience working in agile or squad-based environments, with a track record of driving and delivering features and experiments at pace on digital or web platforms.

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, study assistance and secondment opportunities.

*employment type eligibility criteria apply

Applications close: Tuesday 9 June 2026 11:59PM AEST

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [email protected] 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.