Gemma Murphy
About Gemma Murphy
Gemma Murphy is a Senior Leader in Customer Experience at QBE Insurance, where she has worked since 2020. With extensive experience in various roles at QBE, she has a strong background in enhancing customer satisfaction through effective service delivery.
Work at QBE Insurance Group
Gemma Murphy has held multiple roles at QBE Insurance Group, contributing significantly to various aspects of customer service and experience. She began her career at QBE as a Case Manager from 2010 to 2012. Following this, she served as Service Manager - TMF from 2012 to 2016, and as Customer Service Manager - National Operations - Workers Compensation for a brief period in 2016. From 2016 to 2020, she worked as Project Manager - Workers Compensation - National Operations. Subsequently, she took on the role of Customer Experience Manager from 2017 to 2020. Currently, she is the Senior Leader, Customer Experience, a position she has held since 2020.
Education and Expertise
Gemma Murphy holds a Bachelor of Communications from the University of New England, which she completed from 2005 to 2009. She furthered her education at Griffith University, where she earned a Graduate Certificate in Personal Injury Management in 2016 and a Master's in Personal Injury Management from 2015 to 2017. Her educational background equips her with a solid foundation in business and personal injury management, enhancing her expertise in customer experience.
Background
Gemma Murphy has a professional background centered around customer service and experience management within the insurance industry. Her career at QBE Insurance spans over a decade, during which she has worked in various capacities across multiple locations, including Newcastle and Parramatta. This diverse experience has allowed her to develop a comprehensive understanding of customer needs and service delivery.
Achievements in Customer Experience
In her current role as Senior Leader, Customer Experience, Gemma Murphy has been instrumental in implementing customer experience programs aimed at enhancing service delivery and customer satisfaction. She focuses on understanding customer needs to drive continuous improvement in product and service delivery, demonstrating her commitment to elevating the customer experience within the organization.