Customer Experience Improvement Team Leader
NZ - Auckland
5d ago

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health insurance.

We also have a huge appreciation for what drives our organisation to be at its best : our people. They’re motivated, driven, and totally dedicated to our clients.

That’s why we’re looking for a Customer Experience (CX) Improvement Team Leader who can effectively lead a team of CX improvement specialists to contribute to redesigning the customer journey, methodologies and tools across the organisation.

What’s in it for you?

  • Work in a flexible, innovative environment that thrives on collaboration
  • Remote-friendly, inclusive workplace with great offices in Auckland and Australia
  • Free health / life / income protection insurance + discounts for family
  • 22 days annual leave
  • Short Term Incentive scheme
  • What you’ll do :

  • Develop and lead a team of CX specialists to drive improvement and innovation initiatives to deliver an amazing customer experience
  • Develop and manage the deployment of a CX journey framework that drives a customer-led culture ensuring group alignment or buy-in, metrics in place and the organisation achieves rapid adoption.
  • Lead the systemic design and deployment of complex initiatives to address Customer, Provider and Adviser pain-points ensuring cross-functional collaboration.
  • Act as liaison between business and technical team ensuring front-line employees are involved and represented
  • What we would love to see in you :

    In this role, we want some who has experience in leading a team of CX practitioners, has customer experience knowledge with understanding the customer journey mapping.

    We want someone that is results orientated with a proven track record of delivering business improvement initiatives.

    You need to be an effective communicator to engage stakeholders at all levels. This role will be managing difficult situations and influencing effectively without direct authority, strong interpersonal skill is key.

    Lastly, the most important attribute for this role is to be a team player who is able to engage, motivate and build followership and who is passionate about championing a strong customer-centric culture.

    If championing and leading our member’s experience sounds exciting to you. Then get in touch we would love to hear from you.

    This role works with various stakeholders, but gives you the opportunity to make a real impact on our members and how we can deliver affordable, world-class health insurance to Kiwis!

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