Chief Customer And Marketing Officer

Job Description We’re entering an exciting new chapter at Chubb Life New Zealand, growing fast, lifting our game, and setting ourselves up to be the best in market. This newly created role is a key part of that future. As our Chief Customer & Marketing Officer, you’ll steer customer‑centric operations Group comprising call centre operations for new business and underwriting, service and retention, claims, ensuring exceptional experiences across all touchpoints of the customer journey. Reporting directly to the CEO, you’ll lead a wide portfolio, customer engagement, insights, complaints, service and retention, brand, marketing strategy, and more. This is a genuinely enterprise‑level role with real influence. You’ll partner at the highest levels of the business locally and regionally, drive excellence, and play a critical part in positioning Chubb Life NZ for long‑term, sustainable growth. We’re looking for a dynamic leader with energy, commercial smarts, and a passion for creating and driving exceptional customer engagement and marketing initiatives. Someone who thrives in a change environment, brings fresh thinking, and understands what great looks like in a global, multinational organisation. You’ll champion customer‑first culture, sharpen our market presence, build data‑driven decision‑making, and deliver initiatives that lift retention, loyalty, and brand reputation. If you want to help shape a modern, customer‑led insurer, one that’s growing, ambitious, and backed by one of the world’s largest insurance groups, this role will give you the platform, scope, and influence to make a real mark. In This Key Role You’ll Lead customer, marketing, service, and retention functions end‑to‑end, lifting performance and shaping a customer‑first culture across Aotearoa. Drive data‑led decision making using insights, analytics, and market intelligence to improve engagement, loyalty, brand impact, and measurable business outcomes. Champion a seamless, high‑quality customer experience across all touchpoints — from claims to underwriting — ensuring fair conduct, strong service, and consistent messaging. Build and execute marketing, brand, and customer strategies that strengthen retention, deepen relationships, and support Chubb Life NZ’s growth ambitions. Partner directly with the CEO, SLT, and global teams to influence enterprise priorities, lead change, and deliver initiatives that position Chubb Life NZ as a top‑performing insurer. To be successful and grow in this role, you will ideally bring the following Proven executive leadership experience running large, multi‑functional customer or marketing operations within financial services or complex regulated environments. Strong background in customer experience, journey mapping, service delivery, and designing customer‑centric strategies that enhance trust, reputation, and advocacy. Expertise in operational excellence — including complaints management, quality assurance, regulatory compliance, and driving consistently high service standards. Deep understanding of consumer marketing, brand management, digital engagement, and the ability to turn insights and analytics into commercially impactful action. A confident, forward‑thinking leader who can drive organisational change, inspire high‑performing teams, and bring creativity, innovation, and pace to a growing business. Location Wellington or Auckland (Takapuna) Role Type Full Time, Permanent Benefits on offer when you join Chubb Life NZ Flexible working Group Life, Trauma, Income, Healthcare and Travel Insurance Additional annual leave Bonus + Stock Purchase options Wellbeing subsidy and partner discounts Endorse my cause & payroll giving Chubb Life NZ’s commitment to you We will demonstrate care for our people and selflessly support your growth and development. We will foster an inclusive environment that embraces diversity and ensures psychological safety and well‑being for everyone, regardless of location. We invest in our people through great work experiences, opportunities for projects and assignments, and a commitment to formal development. Why you’ll love working for Chubb Life Chubb Life is the international life insurance division of Chubb, the world's largest publicly traded multi‑line insurer. Chubb Life operates in 31 markets within Asia Pacific, Latin America, Europe and the Middle East. At Chubb Life Insurance New Zealand, we’re committed to providing high‑quality insurance products and services that help protect New Zealanders. We aspire to being a people‑centred culture. Chubb Life is committed to equal employment and celebrates individual differences by creating a workplace environment where everyone feels welcomed, respected, and valued, where we wear our Rainbow Tick with pride. We place customers at the heart of what we do. We support our customers by listening and understanding their needs, communicating honestly and clearly, and striving to make decisions free of personal bias. We take feedback seriously and commit to promptly put things right if we get them wrong. Our Values Integrity, Customer focus, Respect, Excellence, Teamwork Applications are reviewed as they are received, and as such, the role may close prior to the deadline date. #J-18808-Ljbffr