Workforce Optimisation Lead

At Suncorp New Zealand, we know great service starts with having the right people, in the right place, at the right time. Our frontline teams are at the heart of delivering for our customers, and behind them is smart workforce planning, strong data, and continuous improvement. 
We’re building a forward-looking, digitally enabled Centre of Excellence where insight, collaboration, and innovation drive better outcomes for both our people and our customers.  

We’re looking for a Workforce Optimisation Lead to drive strategic workforce planning, analytics, and optimisation across our frontline functions. This is a senior, influential role where you’ll partner closely with leaders, planners, and analysts to turn data into insight, enable smarter decisions, and continuously lift efficiency and service outcomes. 

What you’ll do 

• Lead workforce optimisation initiatives that improve efficiency, capacity alignment, and customer outcomes across frontline teams. 

• Act as the subject matter expert for workforce planning, analytics, and optimisation, supporting planners, analysts, and leaders. 

• Develop and maintain dashboards, reports, and models that provide clear, actionable insights for operational and strategic decision-making. 

• Deliver workforce insights through advanced analytics, forecasting, modelling, and data visualisation. 

• Implement and enhance digital tools, enabling self-service access to workforce data and insights. 

• Champion automation, continuous improvement, and best-practice workforce processes. 

• Act as Product Owner for workforce optimisation and telephony capabilities, shaping backlogs, prioritising enhancements, and ensuring tools (including Genesys Cloud) meet business needs. 

• Own the telephony platform roadmap, including Genesys Cloud feature deployment, optimisation, and cross-functional alignment. 

• Collaborate across Consumer, Claims, Operations, Technology, and Group Workforce teams to align approaches and share capability. 

• Ensure workforce data quality, risk management, and governance standards are met, identifying and escalating issues where required. 

What we’re looking for 

• A workforce optimisation expert with strong experience across workforce management, planning, and performance analysis. 

• Proven ability to turn complex data into clear insights that influence senior stakeholders and drive action. 

• Strong experience with workforce planning tools, analytics, reporting, and data visualisation. 

• Demonstrated expertise with Genesys Cloud, including functionality optimisation, roadmap delivery, or feature deployment. 

• Experience in product ownership, agile delivery, backlog management, or leading digital capability enhancements. 

• Background in telephony environments, including platform ownership or roadmap delivery. 

• Experience leading or contributing to digital enablement, automation, or self-service initiatives. 

• A strategic thinker who can balance long-term planning with day-to-day operational realities. 

• Strong stakeholder engagement skills, with the confidence to partner across senior leadership and frontline teams. 

• Exposure to Lean, Six Sigma, or change initiatives, with a continuous improvement mindset. 

• A collaborative, pragmatic leader who keeps things simple while driving meaningful impact. 

Why join Suncorp? 

• A supportive, inclusive environment where people back each other 

• Strong focus on learning, development, and continuous improvement 

• Opportunity to shape how capability, knowledge, and service excellence are embedded 

• A workplace that values teamwork, trust, and doing the right thing - together 

About Suncorp NZ 

We’re proud to be part of the Suncorp Group, home to some of Australia and New Zealand’s most trusted insurance brands. Together, we deliver faster, simpler, and better outcomes for our customers and partners. 

At Suncorp, we believe we are at our best when our workforce reflects the diversity of our communities. We’re committed to creating an inclusive culture, offering flexible work, career development, and opportunities for internal mobility. 

If you require adjustments to participate equitably in our recruitment process or workplace, contact lisa.scanlon@suncorp.com.au for a confidential conversation.