Specialist Customer Experience

3 days ago


Auckland City, New Zealand Insurance Australia Group Full time

**READY FOR ANYTHING**

At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equality and collaboration. We call it the IAG way, and it means we all share a 'ready for anything' mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities.

As the largest general insurance group in Australia and New Zealand, we own some of the region's most trusted brands, including AMI, State, NZI, Lantern, Swann and NAC. We are ready for anything.

We now have an opportunity to join our Customer Experience team in a **12-month fixed term** role as a **Specialist, Customer Experience**.

**The Role**

Using your passion for creating world leading customer experiences, the purpose of this role is to design outstanding customer experiences and champion the adoption of customer centricity across the organization. The Customer Experience Specialist takes the entire customer journey into consideration in order to contribute to designing optimised experiences in the way we connect, engage and service our customers within IAG.

**Key Responsibilities**:

- Support the development and design of Customer Experience frameworks to build out IAG's strategic and operational delivery through the lens of customer
- Inform, design, and contribute to delivering optimised customer experiences across the customer journey, helping bring insights into action across IAG.
- Operate dynamically across the business and portfolios in providing customer experience expertise, adjusting customer experience methodologies to deliver value.
- CX planning support for various customer centred remediation and other delivery programmes of work.

**Skills & Experience**

In this role you will represent the voice of the customer. In order to do this, you will need a minimum of 5 years' experience, operating within customer experience, customer design and/or customer marketing focused roles. You will be used to operating in complex and/or matrix environments. You will have an understanding of Diversity, Equity and Inclusion (DEI) practices and how these will influence customer experience. You will also have:

- Well-honed presentation skills - MS office and other presentation skills
- Experience analysing and extracting meaningful insights to inform and engage stakeholders to uplift CX
- Excellent stakeholder management and influencing skills
- Strong commercial acumen
- The ability to juggle conflicting priorities
- this is a busy role that requires the ability to pivot

**Ready for anything? Let's talk.


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