Digital Experience Analyst

At IAG, we’re ready for you.

We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

The End User Technology (EUT) Digital Experience Analyst

plays a critical role in elevating how people experience technology across IAG. This role is specifically focused on End‑User and End‑Point Technology Experience, with a strong emphasis on Windows environments and Digital Experience Monitoring (DEM).

As the Subject Matter Expert for our SaaS Digital Experience Monitoring toolset, you’ll partner with Technology teams to turn end‑user and end‑point experience data into meaningful insight and action. Hands‑on experience with EUT, endpoint telemetry and DEM platforms such as Aternity, Nexthink or equivalent is essential for success in this role.

You’ll analyse end‑user digital experience across approximately 17,500 Windows‑based devices throughout Australia, New Zealand and our global partner network, helping identify opportunities that drive performance and simplicity at the endpoint level. This role is about influence as much as insight—supporting strategic planning and implementation to improve end‑user and endpoint experience at scale. You’ll also have the opportunity to grow your skills and expand your impact across Technology and the broader IAG ecosystem.

What You’ll Do

• Provide expert advice, support and guidance on the End User Technology (EUT) Digital Experience Monitoring toolset
• Onboard Product Owners and applications with a strong focus on end‑user and endpoint (Windows) experience, demonstrating how the DEM tool enhances existing monitoring capabilities
• Partner with the product vendor on incident resolution, enhancements and roadmap understanding
• Design and deliver targeted dashboards, insights and demonstrations that clearly articulate end‑user and endpoint experience health and performance
• Maintain technical documentation and knowledge articles to support continual service improvement
• Stay current with industry standards, contribute to user communities, share learnings and build strong working relationships

This is a permanent role and offers a flexible hybrid work model based in Gadigal Country (Darling Park 2, Sydney), Meanjin (Brisbane) or Naarm (Melbourne).

What You’ll Bring

• Proven, hands‑on experience in End User Technology (EUT), End‑Point / Windows experience and Digital Experience Monitoring is essential
• Demonstrated experience using Digital Experience Monitoring tools such as Aternity, Nexthink or similar platforms
• The confidence to operate as a subject matter expert in end‑user and endpoint experience, advising and influencing Product Owners and Technology teams
• Strong capability to onboard, guide and influence teams in effectively integrating end‑user and endpoint digital experience tools
• Strong vendor‑management experience, partnering on incident resolution, enhancements and roadmap insights
• A data‑driven approach, with the capability to interpret large EUT and endpoint data sets and translate insights into targeted dashboards and outcomes
• Deep technical knowledge across Windows end‑user platforms, endpoint environments and device experience, with strong analytical and troubleshooting skills
• Excellent documentation capability, producing technical documentation and knowledge articles that drive service improvement
• Solid understanding of ITIL service management practices, with experience delivering to SLAs in complex environments
• A collaborative, adaptable and customer‑focused mindset, with strong communication skills and a passion for delivering business value through end‑user technology

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Work from home and many more flexibility options with myFlex.
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.

*employment type eligibility criteria apply

Applications close: Sunday 3 April 2026 11:59PM AEDT

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to recruitment@iag.com.au for a confidential conversation.

More 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.