Joel’s role within Suncorp’s internal technology audit team is quite far from the dry, numbers-driven role most people might imagine.

“There’s an element of checklists and spreadsheets, sure,” Joel said.

“But the way we audit is evolving – it’s not just about verifying processes anymore.

“We ask ourselves: what does this mean for our customers?

“Every system we test, every procedure we review, has an impact.”

While his work may not involve meeting customers face-to-face, the stakes remain high.

“Even routine tasks like patching software have a direct effect,” he explained.

“If we don’t do that, it could expose us to viruses, which could then lead to data loss and jeopardise customer information.

“So, in that sense, the customer is always present, even if they aren’t right there in front of us."

Collaboration in action

A typical day in Joel’s team involves a mix of system checks, conversations with delivery teams, and problem-solving.

“We spend time reviewing systems, but we’re also constantly talking with teams,” Joel said.

“We aim to work in a way that mirrors their workflow: regular check-ins, short sprints, and fast feedback.

“The less we disrupt them, the more they can focus on delivering for our customers.”

This approach emphasises partnership above oversight.

“Where audits used to be about ticking boxes, now it’s a more consultative method,” he said.

“If we spot something that isn’t working, we ask, ‘How did this happen, and what do you need to fix it?’

“It’s about solving problems together rather than just issuing directives.”

This mindset extends beyond individual teams.

Joel notes that even when staff aren’t directly dealing with customers, their actions influence the service customers ultimately receive.

“Everything we do supports someone who touches the customer; we’re part of a long chain that delivers their experience,” he said.

Curiosity and continuous learning

What motivates Joel and his team is more than just processes, it’s curiosity.

“You have to be inquisitive in an audit,” Joel said.

“It’s not enough to see that something isn’t working; you need to understand why. Why is this process failing? Why are people stretched? Only by getting to the root cause can we truly fix things.”

Of course, some days are tougher than others.

“Maybe a process wasn’t followed, or we’ve found a risk that needs immediate action,” he said.

“It’s hard to tell people we've identified an issue, but it’s all about protecting our customers.

“We approach it with questions – our conversations are always about solutions.”

This culture of inquiry is paired with a willingness to embrace innovation, even in a highly regulated industry.

“Suncorp has always encouraged us to test thoughtfully,” he said.

“AI, for example, is a great tool, but we test new technologies in a controlled way.

“We learn, adapt, and then scale what works safely, it’s about being innovative without putting customers at risk.”

Technology advances quickly, so staying ahead requires continuous learning.

Joel’s team, made up of people with strong technical backgrounds, is always finding new ways to improve processes and understand new tools.

“Every audit teaches us something. Every system has a story, and part of our job is to interpret that story for our teams and our customers.”

A culture built around customers

Joel’s journey at Suncorp wasn’t always straightforward; he began his career with the business, left to pursue other opportunities, and then returned.

According to Joel, what makes Suncorp unique is its culture.

“I came back because I realised there’s something special here,” he said.

“There’s a genuine openness and people are curious and collaborative.

“Our commitment to doing right by the customer is at the core of how we operate and ingrained in the organisation at every level.”