Senior Customer Experience Improvement Lead

6 months ago

Auckland City, New Zealand nib health funds Full time

Are you a motivated, driven person, who is looking for a role where you can lead change initiatives designed to improve the customer experience? This role may be for you

About nib | Ko Wai Mātou
- Free health, life, income protection insurance + discounts for family
- Join a supportive and dedicated team where you can learn and develop your career
- Hybrid work environment - the flexibility to work from home and our great modern offices located in Auckland CBD
- Generous leave policy including 18 weeks fully paid parental leave and 22 days annual leave

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health insurance. We believe the 'status quo is death' - we admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our ‘future state’ strategy. Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team.

About the role He Aha Te Tūranga

This role drives and supports the design of the end-to-end customer, employee and stakeholder experience to enable Member Engagement to adapt, reimagine and redesign through personalisation, service design, process reengineering, AI, emerging technologies and automation.

In this role you will work closely with stakeholders to provide strategic oversight of the customer journey and will be responsible for the end-to-end customer experience through continuous improvement and service design, whilst coordinating and acting as strategic lead to the functional verticals. This role will play a pivotal role in designing the experiences for our customers, our stakeholders and our people.

Key responsibilities include;
- Lead and manage the delivery of a Customer Centric culture across Member Engagement and the broader stakeholder group and support the change management focus to Product Ownership and standardised service design.
- Lead service design initiatives across nib NZ by identifying, articulating and prioritising Human Centric initiatives through appropriate research and design activities.
- Deliver improvements through collaboration with stakeholders across the customer journey with a bias to action and rapid implementation and delivery.
- Test, hypothesize and prototype to ensure optimal outcomes in designing customer experience

About you | Ko Wai Koe

You are a confident communicator who has customer experience knowledge and a good understanding of customer journey mapping. We want someone that is results orientated with a proven track record of delivering business improvement initiatives.

In addition to this, your skills will include:

- The ability to engage stakeholders at all levels. This role will be managing difficult situations and influencing effectively without direct authority. Strong interpersonal skills are key.
- You must be a team player who is able to engage, motivate and build relationships and inspire others, and be passionate about championing a strong customer centric culture.
- You’ll have a degree or suitable experience in a related discipline.
- Demonstrable aptitude for data analysis
- We embrace an inclusive working environment. We are LGBTTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility and education are valued to reflect the diversity of the communities in which we operate._
- nib promotes distributed working for all employees, and encourages both working remotely and in the office. Our new normal requires an appropriate workspace and reliable internet to work remotely. Talk to us to see how we can make this work for you._
- All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment._

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