General Manager, Customer

About WorkCover WorkCover Queensland has been delivering workers compensation insurance in Queensland for over twenty years. Supporting Queensland workers and businesses is fundamental to their mission. Their services range from managing claims and rehabilitation to injury prevention and ensuring employers have appropriate insurance coverage. As a government owned but self‑funded organisation, they are committed to maintaining affordable premiums while providing the best possible return to work support. WorkCover Queensland’s values include excellence, integrity, respect and responsiveness. Their vision is to be the best workers compensation insurer and to positively impact people’s lives. Their purpose is to partner with and support customers to keep Queenslanders working through trusted partnerships, tailored quality experiences, value creation through innovation, and investment in injury prevention. WorkCover Queensland fosters a flexible and inclusive culture. Their people work collaboratively as one team, embracing diversity and authenticity to deliver sustainable outcomes. About the Role The General Manager Customer is a senior executive leadership role reporting to the Chief Operations and Technology Officer. The position leads WorkCover Queensland’s Customer Group and is accountable for delivering a consistent, accessible and customer‑centric experience across all touchpoints. As a key member of the Operations & Technology Leadership Team, the General Manager Customer will also play a pivotal role in WorkCover Queensland’s enterprise‑wide transformation. This includes shaping how customer strategy, communications, digital channels and service design evolve to support their long‑term organisational vision, ensuring customer experiences remain contemporary, accessible and aligned with strategic priorities. This is a significant leadership opportunity for an executive who can influence at scale, drive meaningful organisational change and embed customer‑centric thinking across the enterprise. Key Responsibilities Leading the development and execution of WorkCover’s customer and channel strategies. Shaping the enterprise communication strategy and ensuring consistent corporate, customer and external communications. Overseeing the generation and integration of customer insights to inform service design, business improvement and executive decision making. Strengthening WorkCover’s brand and ensuring alignment with organisational purpose, values and regulatory requirements. Sponsoring major transformation initiatives including digital channel enhancements, customer portal uplift and website redevelopment. Providing strategic leadership through the Operations and Technology Leadership Team and contributing to enterprise‑wide planning and performance. About You You are a highly experienced senior leader with a strong record of delivering customer, communications and service excellence. You thrive in complex, regulated environments and are passionate about embedding a customer‑centric culture while driving enterprise‑wide uplift. Requirements Proven executive experience leading large‑scale customer experience, communications or service design functions. Strong strategic, analytical and governance capability, supported by sound commercial acumen. Demonstrated ability to influence at Board, CEO and Executive Leadership Team levels. Success driving transformation initiatives that enhance customer outcomes and organisational performance. Deep understanding of customer insights, behavioural principles, digital channels and contemporary communication practices. Relevant tertiary qualifications in business, commerce, communications, marketing or a related discipline. This role offers a total fixed remuneration circa high $200,000s to low $300,000s per annum, commensurate with experience and qualifications. Applications close: Midnight, Wednesday 3rd December 2025. General inquiries: ******@luminarypartners.com.au Confidential inquiries: Shannon Keys, Executive Consultant, Luminary. Phone: ***, or email: ************@luminarypartners.com.au. Luminary is committed to storing and utilising your information in accordance with the Privacy Act 1988. For further information regarding this please visit: #J-18808-Ljbffr