Head of Acquisition Experience

6 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?**

As our Head of Acquisition Experience, you'll be at the forefront of shaping and executing strategies to ensure that our acquisition customer experience sets the industry standard. With a focus on driving digital-first acquisition, you'll spearhead the development of Tower's eCommerce and connected acquisition channel customer experiences, making every interaction seamless and engaging. In this pivotal role, you'll provide strategic leadership and management to our Product Owners for Tower's public website and Purchase Journey squads. Your mission? To create a world-class digital acquisition experience that our customers rave about. You'll collaborate closely with our Revenue, Brand, and Marketing leadership team, as well as our contact center and broader digital and technology teams, providing invaluable insight, expertise, and governance on digital sales processes to ensure effective risk management.

You'll also build and foster strong relationships with key stakeholders, quickly gaining buy-in and influencing others to deliver transformative change.

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

- Own the acquisition customer experience across Tower's online and offline channels with a focus on driving digital first strategies and creating beautifully simple and rewarding experiences.
- Work collaboratively with the Revenue, Marketing and Brand leadership team to ensure the strategic direction of the acquisition journey aligns with our business priorities.
- Drive the acquisition and eCommerce journey by leading and overseeing both the Website squad and Purchase Journey squads.
- Actively drive digital adoption to achieve our digital sales adoption and efficiency objectives.
- You will take ownership of Tower's sales NPS across online and offline channels and actively drive strategies to improve customer effort scores and NPS results through delivery of simple, easy journeys
- Provide strategic Leadership to the Purchase squad and Website squad including ownership over Tower's SEO strategy, digital acquisition channel experience and content across the journeys.
- Ensure robust processes are in place for the management of the Tower public website and Purchase journey experience, providing oversight and governance on digital sales processes and website and purchase journey delivery, including promotions to ensure effective risk management.
- Work closely with the Contact Centre and Pacific distribution to ensure good customer outcomes during sales conversations and that we have good sales and sales QA processes in place.
- Support delivery of key strategic initiatives impacting website and purchase journey aligned to business priorities.
- Support the Chief Revenue, Marketing and Brand officer with Quarterly and Annual strategic planning to support the wider Marketing and Brand business unit

**What you'll need**

You will possess strong strategic acumen, exceptional communication skills, and the ability to build strong relationships with key stakeholders to drive transformative change.

**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 would be ideal
- Proven experience driving business growth and customer satisfaction through acquisition experience
- 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
- Strong analytical skills with a deep understanding and appreciation of customer and market insight data
- Strong communication and presentation skills with the exceptional ability to engage and influence people of all levels.
- Enterprise-wide thinking, commercial acumen and problem solving with the ability to know what to drive and what not to
- Significant experience in General Insurance product knowledge
- The ability to deal with a complex operational environment, undergoing significant change.

**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 p

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