- I have a passion for photography and editing photos
- Committed to improving personal fitness through regular participation in Pickleball
- Enjoy hobbies that combine physical activity with outdoor exploration
- Reading - Philosophy, Behaviour Science, period pieces, crime and biographies
Juliette Ramm
Brisbane
Summary
With over 20 years of transformative experience in the insurance industry, excelling as a results-driven leader across both Consumer and Commercial lines. The track record includes spearheading operational excellence, driving business transformations, and consistently delivering exceptional customer experiences. Proven expertise in aligning strategies with operational execution, enhancing workforce capabilities, and fostering a culture of continuous improvement. Innovative leadership in ways of working, process design, and strategic advisory widely recognised.
Overview
10
10
years of professional experience
Work History
Principal Business Design Capability
Suncorp
10.2021 - 05.2025
- Designed and implemented a comprehensive Business Design Capability framework aligned with the Insurance Strategy, driving operational excellence and strategic alignment
- Provided thought leadership across Direct Distribution, Automation, People Culture & Advisory, and Fraud & Intelligence, leading to improved processes, leadership skills, and capability development
- Defined and optimized the current operating model for the Business Design team, ensuring clarity of purpose and engagement guidelines
- Developed and delivered capability development programs focused on Critical Thinking, Stakeholder Management, Project Management, Target Operating Models, and Lean Digital methodologies
- Coordinated Technology & Operations Integration projects and led governance report rationalization, streamlining reporting for a new operating model
- Delivered process improvement projects, such as the Claims Triage redesign, resulting in measurable enhancements in efficiency and cost savings
- Identified $693,562.32 in annualized savings through resourcing recommendations for Project and BAU initiatives for the Document & Notices Platform
- Key Achievements
Manager Insurance Design
Suncorp
09.2018 - 09.2021
- Led strategic operational reviews for the Insurance Claims Operations (ICO) leadership team, advising senior executives on process and leadership enhancements
- Redesigned the Business Design operating model, improving team effectiveness and service propositions
- Spearheaded the reintroduction of the Operational Excellence program, enhancing efficiency, customer service delivery, and team engagement
- Managed NSW CTP Claims Compliance remediation, improving audit compliance standards
- Conducted strategic analysis and delivered findings for the Resilium 2.0 management buy-out, aligning business operations under VERO’s distribution model with an estimated GWP of $400M
- Key Achievements
Advisor, Design & Operational Performance
Suncorp
07.2016 - 09.2018
- Coached senior leaders and SMEs on process optimization, driving measurable improvements in customer experience and business value
- Delivered $450K in expected benefits by implementing RPA and Tacit Object Modelling solutions within Terri Scheer Claims & Distribution
- Enhanced Vero NPS scores by redesigning call flows and IVR scripting, resulting in better customer interactions and streamlined processes
- Developed future-state automation pathing models to prioritize initiatives based on business value and performance targets
- Managed the Trust Bond MVP experiment, demonstrating feasibility in new product innovation
- Key Achievements
Manager, Workforce Optimisation
Suncorp
10.2015 - 07.2016
- Automated reporting processes, achieving a 75% reduction in report generation time, enabling quicker decision-making
- Implemented real-time resource planning solutions across SUN, GIO & AAMI Contact Centers, improving workforce management efficiency
- Led industry collaboration efforts in alignment with the Workforce Optimization 3-year plan, enhancing team performance and capability-building strategies
- Key Achievements
Education
LSSGB Certification -
9 Skills Factory
01.2022
Business Leader Course - Lead III
Suncorp
01.2017
Workforce Management Essentials - 123 Essentials
01.2016
Workforce Management - Mastery Certificate
01.2015
Design Thinking/HCD - undefined
Macquarie Institute of Management
01.2013
Skills
- Strategic leadership
- Developmental guidance
- Collaborative stakeholder relations
- Lean project execution
- Strategic & Tactical Planning
- Operating model design
- Experienced in managing organizational change
- Data-driven insights
- Strategic troubleshooting
- Strategic problem solving
- Project coordination abilities
Interests
Timeline
Principal Business Design Capability
Suncorp
10.2021 - 05.2025
Manager Insurance Design
Suncorp
09.2018 - 09.2021
Advisor, Design & Operational Performance
Suncorp
07.2016 - 09.2018
Manager, Workforce Optimisation
Suncorp
10.2015 - 07.2016
Workforce Management Essentials - 123 Essentials
Workforce Management - Mastery Certificate
Design Thinking/HCD - undefined
Macquarie Institute of Management
LSSGB Certification -
9 Skills Factory
Business Leader Course - Lead III
Suncorp
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