Senior Head of Retail Life Claims

A new transformational adventure awaits you… 

How does 5 weeks of annual leave, a fulfilling career you'll genuinely enjoy, and working for a reputable organization that promotes wellbeing and drives digital transformation sound to you?

As one of Forbes 2024 ‘World’s Best Employers’ and Fortune’s ‘World’s Most Admired Companies’ for 2025, Zurich - a leader in the insurance industry, is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.

Join us on this thrilling journey as we work towards our vision of becoming Australia's leading digital insurer. If you're eager to be part of a values-driven global organisation that's experiencing real growth and transformation, and if you share our commitment to making a tangible difference and taking continuous steps towards a sustainable future for our people, customers, communities, and our planet, then keep reading!

Let’s create a brighter future together, let’s make a difference  

It’s important to know, what you do matters. At Zurich, we don’t just cover, we care.

As Senior Head of Retail Life Claims, you will lead one of the most critical functions within our business, shaping the end-to-end claims experience across all brands. Reporting to the Chief Claims Officer for Australia & New Zealand, this role brings together strategy, transformation and leadership to deliver better outcomes for our customers while driving sustainable performance.

You will play a key role in redefining how claims is delivered, partnering across the business to uplift capability, embed a customer-first mindset and ensure our claims function is future-ready in an evolving market.

You will also be responsible for the following:

• Set and execute the Retail Life Claims strategy across brands and channels


• Lead transformation of the operating model to deliver a consistent and customer-centric claims experience


• Drive continuous improvement initiatives that enhance customer, operational and financial outcomes


• Monitor industry and regulatory trends and translate insights into meaningful uplift


• Build and develop a high-performing claims leadership team


• Identify and shape new opportunities where claims capability drives growth and differentiation

Important to your success – let’s grow together

You are a strategic and forward-thinking leader who thrives in complexity and brings others on the journey. You lead with clarity and empathy, build strong relationships across the business, and are motivated by delivering meaningful outcomes for customers, people and the organisation.

In order to be successful, you will have the following:

• Extensive experience within Life Insurance or Retail Insurance, with strong exposure to Retail Life Claims


• Proven experience leading large-scale, complex claims operations or multi-brand portfolios


• Demonstrated success in strategy development and delivering transformation initiatives


• Strong understanding of Australian life insurance products, legislation and claims frameworks


• Experience partnering with functions such as Underwriting, Actuarial, Pricing or Reinsurance on complex claims matters


• Strong commercial acumen with the ability to manage performance, risk and customer outcomes

Belong. Zurich is here to support you 

There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.

• Enjoy 5 weeks of annual leave for permanent staff through our Z leave initiative, along with 15 days of personal/carer’s leave as we empower our people to manage their own wellbeing. Plus, access to Family Care (parental leave).


• Benefit from a hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees.


• Access programs to stay healthy and feel healthier, receive an AUD$500 wellbeing payment per year, and a AUD$295 new starter e-voucher for your work-from-home setup (flex work - hybrid working), along with other great benefits through our Shine portal.


• Grow and thrive in your career with our award-winning training programs. We support and encourage your development because our strength lies in our people, and we value your individuality.


• Work with global, diverse, and inclusive teams; explore your passions, fuel innovation, drive equity, collaborate, and make a positive difference beyond your role.


• Take advantage of global mobility opportunities across more than 200 countries worldwide.


• Volunteer and work in our state-of-the-art Green Star rated offices (when you are in the office) and dress for your day.


• We plant a tree for every new employee.


• Not to mention our various employer of choice awards/memberships – WGEA; Family Inclusive Workplace; Gold AWEI Employer, Pride in Diversity… to name a few.

We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, maintain work/life balance, and thrive in a supportive environment.

Zurich is an equal opportunity employer.  We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.  

So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure!