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Head Of Customer

2 weeks ago

Auckland, Auckland, New Zealand Pinnacle Life Full time

We're looking for a Head of Customer to lead and shape our customer experience strategy — from sales and onboarding to service and retention.
This role is pivotal in driving a culture of continuous improvement, ensuring we're delivering exceptional experiences that meet and exceed customer and partner expectations.You'll oversee the Customer, Sales, and Underwriting teams, and work closely with partners and intermediaries to ensure service excellence across every touchpoint.
If you're passionate about customers, process improvement, and leading high-performing teams — we'd love to hear from you.Key responsibilities:Lead and develop high-performing Customer, Phone Sales, and Underwriting teams.Set targets, drive team performance, and identify growth and development opportunities.Own and enhance the Customer Journey Framework — bring continuous improvement to sales, underwriting, retention, service and claims.Manage and resolve complex customer complaints.Review claim outcomes to ensure transparent and customer-aligned decisions.Key Relationships & Stakeholder Management:Partner with key intermediaries and suppliers to maintain high service levels and seamless operations.Represent the customer voice at the senior leadership levels — including delivering performance reports and project updates.Depending on experience, write and deliver customer-focused papers to the board.Support regulatory engagement, working alongside our GM Finance & Risk to ensure compliance and conduct standards are met.Business Strategy & Continuous Improvement:Lead the optimisation of customer-facing processes and maintain clear, documented workflows in line with best practice standards.Provide technical expertise on underwriting and claims to support product design and innovation.Financial & Operational Leadership:Set and manage budgets for customer-facing teams in collaboration with other senior leaders.Deliver against business plans, proactively managing risks and opportunities.What you'll bring:The most important thing will be a passion for putting customers first.Proven leadership experience in customer-facing roles, ideally within the life insurance industry.Strong background in customer experience design and continuous improvement, able to contribute and if necessary run technology projects.Excellent relationship management skills — able to build trusted partnerships both internally and externally.Strategic thinking, combined with a hands-on approach to getting things done.Experience working with intermediaries and managing partner relationships is a plus.Flexible working including 2 days work from home.Staff wellness package which includes 3 wellbeing days.Who are we:Pinnacle Life are focused on providing New Zealanders with direct access to great value Life Insurance products.
As NZ's original online life insurance company, our passion has always been on making sure that if our clients want to buy insurance, that it's easy to do.
We offer simple, easy-to-understand products.We're a team that values collaboration, innovation, and doing right by our customers.
You'll work with great people and contribute to a growing business where customer outcomes truly matter.How to Apply:Please apply with CV and cover letter.
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