Process and Knowledge Specialist

Make a difference as a
Process and Knowledge Specialist – Claims Operations (RACQ Insurance)
From September 2025, RACQ's insurance arm began a long-term strategic alliance with IAG. RACQ Insurance helps members live and move safely, securely and sustainably into the future. We're proud to continue delivering trusted cover and local care, while embracing new opportunities to support our communities.

Your Role

Are you passionate about process improvement, knowledge design and driving operational excellence? We're looking for a Process and Knowledge Specialist to join the RACQ Insurance Experience and Optimisation team and play a pivotal role in shaping how we work.

In this role, you'll be instrumental in shaping and enhancing claims handling processes, supporting best practice process and knowledge documentation, and leading process improvement initiatives that improve member experience and operational efficiency.

You'll work closely with stakeholders across the Insurance division to develop and maintain claims handling processes and documentation, identify and resolve process gaps, facilitate workshops on process documentation, and administer access and governance of the claims knowledge site.

We're seeking someone who thrives in a collaborative environment, is confident facilitating workshops, and can bring structure and clarity to complex workflows. If you're a critical thinker with a passion for process optimisation and stakeholder engagement, we'd love to hear from you.

This is a
Max Term contract role through to September 2026,
and we welcome applicants from
Meanjin (Brisbane).

About You

• 2-4 years' experience in process development and knowledge documentation
• Proven ability to analyse and improve business processes, including workflow modelling
• Experience facilitating workshops and training sessions related to process documentation
• Excellent communication and interpersonal skills, with the ability to engage technical and non-technical audiences
• Strong time management and prioritisation skills, with the ability to manage multiple tasks
• Ability to work within a complex stakeholder environment and to negotiate and balance conflicting ideas and opinions
• Demonstrated creative problem-solving and decision-making capabilities
• Proficient in Microsoft Office and experienced in SharePoint design
• Ability to work independently and collaboratively in a high-performing team environment
• Experience within Insurance industry is highly regarded

Applications close Monday 27 October 2025, 23:59pm AEST.

Joining
RACQ Insurance
, you'll have access to a raft of benefits from across the Group:

• Boosted superannuation with 13% as standard
• Up to 50% off personal insurance, including home and motor insurance
• 5 myLeave days per year on top of annual leave
• Work from home and many more flexibility options with myFlex
• Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers
• Dedicated career growth programs, including the award-winning IAG Academy
• Great employee network communities
• Award-winning recognition and reward program
• employment type eligibility criteria apply

About Us
As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

We're ready for you. Apply today.