Customer Service Manager

It’s an exciting time for Adica! We’re implementing our 2028 strategy, and our people play a key role in achieving our objectives. As an integral part of the Claims & Service department, you will be pivotal in revolutionising the customer experience by driving and leading new and existing strategies.



This opportunity will see you:

Develop and implement CX strategies driven by customer insights, data analytics, and market trends, aligned with business objectives within the financial services or insurance sectors.
Collaborate with operational teams to execute these strategies, ensuring prompt adjustments based on customer feedback and operational realities.
Work with colleagues to identify and address customer pain points, driving operational changes that eliminate friction and enhance the overall experience.
Act as a key advocate for the customer experience, working cross-functionally with leadership, operations, and frontline teams to embed a customer-first mindset.
Analyse industry best practices and emerging trends in CX, integrating these insights into a continuous improvement roadmap specific to financial services or insurance.
Communicate the CX vision and progress to key stakeholders, ensuring alignment with broader strategic priorities and driving buy-in across the organization.


Your Skills & Experience:

Extensive experience in a Customer Experience strategy or customer-focused role, preferably in a leadership capacity within financial services or insurance.
Strong understanding of customer experience principles, methodologies, and best practices, specifically related to the customer journey in financial services or insurance.
Excellent analytical skills with the ability to interpret data and make data-driven recommendations.
Experience with agile methodologies to build hypotheses and develop optimisation/testing plans.
Strong leadership and team management abilities, with experience leading cross-functional teams.
Experience in strategic planning, facilitation, liaison, time management, and team organisation; a strategic leader with transformative management experience.
An expert thinker and doer, collaborator, and mentor who brings out the best in others.
Strong interpersonal and communication skills with a proactive approach to problem-solving and attention to detail.
Demonstrated capacity to act independently within established guidelines, using discretion and sound judgment.
Proven ability to build strong stakeholder relationships and engage in courageous conversations.
Comfortable presenting to the entire organisation and collaborating with executive leadership.


What We Offer At Adica

At Adica we put people first, we strive to create a workplace where all employees feel supported and empowered. We have a range of initiatives in place to support you and were recently certified as a Family Inclusive Workplace:

A considerable discount on motor vehicle insurance for you and your family.
14 weeks Paid Parental Leave for all parents + super payments for both paid and unpaid leave, up to 52 weeks.
A Wellbeing Program for all staff.
Events and initiatives to enjoy throughout the year.
Reward and recognition programs including company-wide Excellence Awards.
Access to an Employee Assistance Program 24/7, available for you and your family.
Flexibility with work location – we offer hybrid working to work from home and in the office.