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Senior CX Strategist

2 weeks ago

Auckland, Auckland, New Zealand Southern Cross Travel Insurance Full time

Southern Cross Travel Insurance is a leading provider of travel insurance solutions, committed to delivering exceptional customer experiences. We are seeking a strategic leader to join our team as Head of Customer Experience, responsible for shaping and executing our customer experience strategy.

The ideal candidate will have a proven background in customer experience management, strong analytical abilities, and a passion for advocating for the voice of the customer while driving continuous improvement across the organisation. They will be responsible for developing a comprehensive CX strategy that supports our business goals, staying up-to-date on industry trends and best practices, and leveraging customer insights and analytics to anticipate and meet customer needs.

About the Role

We are looking for an innovative and experienced professional who can lead our customer experience function. This includes developing and executing customer experience strategies, collaborating with cross-functional teams to enhance customer touchpoints, and utilising customer insights to improve service delivery.

  • Develop and execute customer experience strategies.
  • Collaborate with cross-functional teams to enhance customer touchpoints.
  • Utilize customer insights to improve service delivery.
About You

To be successful in this role, you will require:

  • A Bachelor's degree in Business, Marketing, or a related field.
  • 5-10 years of experience in customer experience management, with a proven leadership background in CX strategy, optimisation, and performance.
  • Experience in the insurance or travel sectors is a plus.
  • A solid track record of successfully developing and implementing CX strategies.
  • Expertise in customer insights and analytics, leveraging data to inform decision-making and enhance the customer journey.
  • Experience in designing and optimising customer journeys across diverse touchpoints and channels.
  • Familiarity with CX performance management tools and frameworks.
  • Strong communication and relationship-building abilities, with a proven ability to manage both internal and external stakeholders effectively.
  • Excellent leadership and team management skills, with the ability to motivate and lead cross-functional teams.
  • Exceptional communication skills, able to engage and influence senior leadership and key stakeholders.
  • Expertise in customer journey mapping, process optimisation, and customer lifecycle management.
  • In-depth understanding of customer behavior, market trends, and the competitive landscape.
  • Proficiency in CX technologies, CRM systems, and customer feedback platforms.
  • Strong analytical skills, with the ability to translate data into actionable insights and strategies.
  • Proficient in CRM tools, Microsoft Office, and contract management software.