Service Digi Practice Lead

4 months ago


Auckland City, New Zealand TOWER Insurance Full time

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

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing?**

In this role, you will own the Service Digi customer journey end to end both within your team and across the contract centre. You will play a key role in driving the sustainable growth and results of the Service Digi Customer channel to ensure we deliver exceptional and consistent customer experiences.

As the Practice Lead you will work with your Team Leaders to ensure your teams are highly engaged, customer focused and always looking at ways to make our customer experiences the best they can be. You will be a champion for coaching, process improvement and developing talent within your teams.

An integral part of this role will be working closely as one with the other Practice Leads to ensure all customer journeys are seamless and consistent.

You can also expect to be across the following:

- Be a leader and coach role-model; driving a customer-centred culture supporting customers to choose Tower
- Monitor and ensure timely and effective resolution of customer feedback, complaints, and issues, and assess root causes so that improvements can be identified and delivered
- Work with stakeholder teams to recommend and implement best practice improvements in systems, processes or policies to enhance our customers experience and other business targets
- Challenge the status quo - use continuous improvement frameworks to ensure staff are inspired to provide feedback and ideas for improvement.
- Ensure clear performance and development objectives are developed, monitored and support plans to enable success of your leaders and teams against these.
- Ensure services and interactions are continually assessed for quality and adherence to standards; monitor service levels and report results of quality programs and plans to increase performance standards and results

**What you'll need**

You have a strong track record of proven ability to operate effectively within a change management environment and with ambiguity. You are a passionate leader who is able to inspire and lead others through significant transformational change.

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

- Minimum of 5 years' experience in leading and driving improvements across customer contact experiences
- Demonstrated business acumen and a strong understanding of a contact centre environment
- Evidence of leading changes that have positively impacted customer experience and improved operational outcomes
- Excellent communication, interpersonal and stakeholder relationship skills
- A strategic outlook with the capability to analyse data and customer insights through digital channels
- Proven ability to use initiative and implement continuous improvements

**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**:

- 20 days annual leave
- Flexible workplace opportunities at our Suva office
- Discounts on Tower insurance products of up to 60%
- Free Life Insurance of up to four times your annual base salary
- Regular morning tea, lunch and social gatherings to get to know the wider Tower team



  • Auckland City, New Zealand TOWER Insurance Full time

    **Why you'll love working with Tower** At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole...

  • Practice Lead

    3 months ago


    Auckland City, New Zealand Mercury Full time

    Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. Taking care of tomorrow: connecting people and place today. Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwi than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our...

  • Practice Lead

    3 months ago


    Auckland City, New Zealand BNZ Full time

    **Ko mātou tēnei | This is Us** Here at BNZ, it's about more than just banking. We mahi (work) together in an agile, energising environment to create innovative solutions though our promise 'If you can imagine a better future, let's find a way'. This newly created Practice Lead - Business Analysis role offers the challenge and opportunity of leading and...

  • Practice Lead

    4 months ago


    Auckland City, New Zealand Mercury Full time

    Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. Taking care of tomorrow: connecting people and place today. Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwi than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our...

  • Practice Lead

    3 months ago


    Wellington City, New Zealand New Zealand Government Full time

    **Type**: Permanent Hours: Full time Location: Wellington Business Group: Technology Services and Solutions Branch: Organisational Capability and' Services Starting Salary: $110,590 - $148,810 Working at the Department of Internal Affairs, you'll have the opportunity to make a real difference in the lives of New Zealanders. Technology Services and Solutions...

  • Practice Lead

    6 months ago


    Auckland City, New Zealand Datacom Full time

    We are currently seeking a dynamic and experienced Practice Lead to join our Azure practice, which is focused on serving customers across Digital Engineering. As the Practice Lead for the Azure practice, you will be responsible for leading discussions with customers, managing revenue generation and team utilization, fostering team skill growth and...

  • Practice Lead

    4 months ago


    Auckland City, New Zealand Momentum Consulting Group Full time

    Team / Practice Lead in Mule within a consulting company - Brand new offices with flexible working arrangements & fun culture - Newly created role with fast growing Kiwi company - Team / Practice Lead in Mule within a consulting company - Brand new offices with flexible working arrangements - Newly created role with fast growing Kiwi company **The...

  • Engineer Practice Lead

    4 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...


  • Auckland City, New Zealand TOWER Insurance Full time

    **Why you'll love working with Tower** At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole...

  • Sales Practice Lead

    4 months ago


    Auckland City, New Zealand TOWER Insurance Full time

    **Why you'll love working with Tower** At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for more than 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole...

  • Practice Lead

    3 months ago


    Auckland City, New Zealand Fisher & Paykel Appliances Full time

    The Role - The best innovators don’t just understand technology, they understand people._ At Fisher & Paykel Appliances, we have been at the forefront of innovation in home appliances for over eight decades. Our commitment to excellence and the relentless pursuit of perfection drives us to create physical and digital products that enhance the lives of...


  • Auckland City, New Zealand Datacom Full time

    Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. About the Role (your why) As a Quality Assurance (QA) Practice Lead in our Smartly team, you will be responsible for leading, manging and developing a team of QA...

  • Practice Lead

    4 months ago


    Auckland City, New Zealand Mercury Full time

    Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. Taking care of tomorrow: connecting people and place today. Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwi than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our...


  • Auckland City, New Zealand ANZ Banking Group Full time

    **Req ID**: 71580 **Department**: NZ Strategic Execution Delivery & Change **Division**: New Zealand **Location**: Auckland or Wellington Ko Mātou - About Us Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and...


  • Wellington City, New Zealand New Zealand Government Full time

    About us The Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent. We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and...

  • Practice Lead

    3 months ago


    Auckland City, New Zealand Datacom Full time

    Practice Lead - Software Engineering Our Purpose Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in. The nuts and bolts About the Role Datacom is on the lookout for a Software Engineering Practice Lead to join our Smartly Team. You will be a line...


  • Auckland City, New Zealand Datacom Full time

    Our Purpose Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in. The nuts and bolts With this comes a long list of significant and notable clients so to meet their needs, Datacom is committed to hiring, developing, and promoting the best talent from...

  • Ba Practice Lead

    4 months ago


    Wellington City, New Zealand Talent Army Full time

    Role can be hybrid with occassional travel to Wellington - Foster a culture of continuous improvement and personal development - Work in a supportive & fun environment Be part of a company that have been making things simple for 20,000 (and counting) Kiwi businesses since 2004! They stand out in the market due to their impressive UI and being incredibly...


  • Wellington City, New Zealand New Zealand Customs Service Full time

    Are you a tech-savvy professional with a passion for driving technical excellence? - Opportunity to work across an innovative multi-agency Product, a first of its kind for the New Zealand Public Sector - Flexible working + 3 extra Customs' service leave days - Be a part of making genuine change to how we deliver value to our customers and...


  • Wellington City, New Zealand New Zealand Government Full time

    Are you looking for an opportunity to lead a critical function with a critical mission? - Wellington, The Terrace - Permanent Our Project and Programme Coordinators are at the centre of our delivery and are critical to helping it run smoothly! The Enterprise Portfolio Management Office for Oranga Tamariki is a critical enabler for delivering better outcomes...