Customer Experience Lead

5 days ago


Wellington, Wellington, New Zealand FMG (Farmers Mutual Group) Full time
About Us

FMG is New Zealand's leading rural insurer, providing risk advice and insurance solutions for farmers, growers, commercial businesses, the lifestyle sector, and domestic clients. We are a 100% New Zealand owned and operated mutual organisation, reinvesting all profits back into the business to keep premiums low and ensure the future sustainability of the organisation.

The Job

We are seeking a Customer Experience Lead to join our team, responsible for driving our customer experience programme and delivering exceptional customer outcomes. As a Customer Experience Lead, you will be a key member of our team, working closely with our leadership to shape our overall customer experience strategy.

Key Responsibilities
  1. Develop and drive FMG's customer experience programme, focusing on innovation and collaboration.
  2. Lead high-performing teams to deliver exceptional customer outcomes and secure buy-in from stakeholders.
  3. Work closely with the Head of Client Strategy and Advice on implementing FMG's loss prevention strategy and ensuring alignment with other work programmes.
Requirements
  1. 5-10 years' experience in the Financial/Insurance Industry or as a client experience professional.
  2. Proven track record in leading high-performing teams.
  3. Rural insight and understanding of working within rural NZ, with knowledge of farming and growing operations.


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