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Strategic Customer Experience Leader

1 week ago

Auckland, Auckland, New Zealand Kiwibank Full time

Company Overview:
Kiwibank is a community-driven financial institution that prioritizes customer satisfaction and engagement.

Job Description:
We are seeking an experienced Customer Engagement Manager to lead our vibrant contact centre team in delivering exceptional customer experiences. As a key member of our leadership team, you will play a crucial role in shaping our customers' perceptions and ensuring they feel valued and supported.

Key Responsibilities:

  • Coach and mentor your team to prioritize customer outcomes and provide regular feedback to ensure high performance.
  • Analyse performance metrics, identify areas for improvement, and implement initiatives to enhance efficiency and effectiveness.
  • Serve as the point of escalation for complex customer issues, ensuring resolution and a positive outcome.
  • Apply broad strategic thinking and leverage data to drive action and deliver commercial outcomes.
  • Contribute to the successful delivery of initiatives that support our organisational strategy.

Required Skills and Qualifications:
To succeed in this role, you will need:

  • Experience in leading remote teams and a toolkit of successful connection activities.
  • In-depth understanding of regulatory environments and risk and compliance needs.
  • Introduction to Financial Services Level 5 equivalency.
  • Strong credit skills and knowledge, with a passion for inspiring your team to reach their full potential.

Benefits:
As a Kiwibank employee, you can expect:

  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities.
  • The chance to make a real impact on our customers' lives.

Others:
We are committed to creating a workplace where everyone feels valued and respected. If you're passionate about delivering exceptional customer experiences and want to be part of a community-driven organisation, we encourage you to apply.