Head of Customer Experience

5 months ago

Auckland City, New Zealand TOWER Insurance Full time

**Why you'll love working with Tower**

At Tower, we live and breathe our values - they are at the heart of every interaction. Our people come first, we pride ourselves on creating a diverse and inclusive space that allows our people to thrive. Encouraging everyone to bring their whole selves to work, we aim to represent the diverse communities we work in and with.

We also have a plan to lead our industry forward into a more customer-centric future with innovation and disruptive thinking, as a unique Kiwi and Pacific insurance provider operating for over 150 years, with roots all the way back to Dunedin.

**What will you be doing?**

You will be responsible for shaping and executing strategies for the Service organisation to ensure our customer experience is industry leading. You will focus on driving digital-first service solutions, digital adoption, and aligning the experiences across assisted and digital channels for our NZ and Pacific businesses.

The role will work closely with other members of the Customer Experience leadership team, Contact Centre team, Marketing team, broader digital and technology teams, as well as other key areas of the business to provide insight, expertise, and governance on assisted and digital processes to ensure effective risk management. You will build and foster strong relationships with key stakeholders to quickly achieve buy-in and influence others to deliver change.

You will provide strategic leadership for Tower's digital self-service portal, My Tower, focusing on creating a world-class digital experience that our customers rave about. You will be expected to challenge the status quo and advocate for our customers in all that you do. If you're passionate about creating exceptional customer experiences alongside transforming what great service means for Tower, this role is for you

**You can expect to be across the following**:

- Own the customer experience for Service across Tower's digital and assisted channels with a focus on driving digital first strategies and creating beautifully simple and rewarding experiences for our customers
- Develop strategies to enhance customer satisfaction and loyalty
- Identify pain points in customer interactions and propose improvements
- Take ownership for Tower's Service NPS across online and offline channels and work with channel leads to actively drive strategies to improve customer effort scores and NPS results through delivery of simple, easy journeys
- Analyse customer feedback, behaviour, and trends to inform decision-making
- Drive the customer self-service journey through leading and overseeing the digital Self-Service Journey squad/s
- Develop and drive digital adoption plan to achieve business objectives
- Ensure robust processes are in place for the management of the self-service journey experience
- Work closely with the Customer Contact Hubs team to ensure good customer outcomes for customers in assisted service interactions, including ensuring appropriate QA processes are in place

**What you'll need**

You are an accomplished and inspiring leader with excellent stakeholder management skills and the ability to co-operate and collaborate with other senior leaders across the business. Additionally, you are a passionate advocate for customers, driving positive change and ensuring exceptional experiences

**To be successful in this role, you will also be able to demonstrate the following**:

- 8-10+ years experience working in Propositions, Strategy or Marketing roles (Insurance or Financial Services Industry would be beneficial)
- Good understanding of the Insurance/Financial Services industry and product ranges ideal
- Proven experience in developing and driving strategies to improve customer satisfaction
- Experience delivering strategies to drive digital adoption
- to drive and what not to
- Strong analytical skills with a deep understanding and appreciation of customer and market insight data
- Experience driving improvements to customer experiences and customer satisfaction, ideally in Service

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

Highlights Include:

- 16 weeks paid leave for the primary carer and four weeks paid leave for partners, for our Tower whānau in New Zealand and the Pacific
- A paid day off on your birthday and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing
- Career growth - we promote internal capability; and support you with design-specific development and training opportunities; we also have programmes that recognise star performers
- Flexible workplace opportunities at our beautiful new Fanshawe St office packed with modern technologies, stand-up desks, open space and coffee machines in two large modern kitchens with cafe-inspired dining areas
- Disc

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