• 12-Month Secondment Opportunity | Multiple Working Locations
• Lead high-impact knowledge initiatives
• Drive continuous improvement and innovation

We’re looking for a Knowledge & Customer Workbench Lead to design and deliver high-quality knowledge management solutions and customer workbench enhancements that simplify complexity and elevate both employee and customer experience.

This is a unique opportunity to make a tangible impact in a high-performing and purpose-led team. With flexibility in how, when and where you work, you’ll be part of a team that values innovation, collaboration, and excellence.

What You’ll Do

• Lead the end-to-end design and continuous improvement of knowledge content and workbench tools used across Customer Service
• Translate complex insurance products and procedures into clear, concise and user-friendly content that supports real-time assistance for our Customer Specialists
• Own and enhance Suncorp’s Knowledge Management systems, ensuring alignment with the Customer Workbench technology roadmap and governance
• Collaborate with Risk, QA, frontline teams and Customer Support Hubs to review, redesign and continuously evolve knowledge articles
• Facilitate stakeholder engagement across Technology & Transformation, Customer Experience, and Digital teams
• Champion decision tree development and real-time help tools to drive first call resolution, reduce escalation, and speed up employee competence
• Lead and influence in a way that fosters delivery excellence and a 'one team' mindset

What You’ll Bring

• 5+ years’ experience in content, technical, or procedure writing – ideally in customer-facing environments
• Strong understanding of contact centre operating models and experience designing knowledge tools that improve efficiency and service quality
• Proven ability to influence across stakeholders, manage priorities, and deliver impactful change
• Previous experience in business improvement or change management (advantageous)
• Familiarity with Agile, Squad methodologies, and technology implementation roadmaps
• Excellent written and verbal communication skills with a knack for making the complex simple
• A naturally inquisitive mindset, driven by curiosity and a desire to challenge the status quo

If this opportunity sounds like the challenge, you have been looking for, please apply online today. For further information regarding this position, please contact luke.morandini@suncorp.com.au

 Consumer Insurance_Customer Service_Knowledge Customer Workbench Lead.pdf