Customer Experience Lead- Business Lending Experience

**Nau mai ki ASB.** We are seeking a visionary leader to drive the transformation of business lending at ASB. This role will shape the future of our business customer's lending experience to ensure ASB gets capital into the hands of business owners including putting lending in our customer's hands via digitisation and data-driven decision-making. **Te Tūranga | The role**: As the leader of a large and dynamic team, you will oversee a group of Customer Experience Owners (CXOs) and cross-functional squads delivering for ASB's business customers. Together, you will design and continuously improve lending experiences that respond to evolving customer needs and deliver measurable business value. You will be at the forefront of our transformation efforts, leveraging platforms such as nCino to enhance operational efficiency, create banker capacity, and elevate customer outcomes. Everything you do will support Business Bank's ambition to be the biggest supporters of New Zealand Business. You'll leverage your deep understanding of business customers to develop and deliver experiences that unlock their growth potential. You will create and align stakeholders behind a compelling vision, develop a roadmap and execute on this via increment planning. A deep understanding of future-focused customer needs, supported by robust data and analytics, will be essential to inform decisions and optimise experiences. This role requires strong leadership in defining objectives and key results to prioritise work, aligning with stakeholders, and fostering a culture of innovation and learning. You will be instrumental in tracking progress, managing dependencies, and removing blockers to ensure delivery against tribe goals and strategic outcomes. Collaboration will be key, as you work closely with your leadership team, tribe, and wider ASB stakeholders to manage risk and drive impact across the business lending landscape. **Ō pūkenga | About you**: We are looking for an accomplished leader with deep expertise in business lending and a proven track record in leading transformation at scale. You will bring a strong understanding of the lending landscape, ideally with experience implementing platforms like nCino, and a sharp focus on delivering value through customer-led design and data-informed decision-making. You will be comfortable navigating ambiguity, making decisions without all the pieces in place, and adapting quickly to change. Your ability to prioritise, focus on what matters most, and create clarity for your teams will be essential to your success. We value leaders who challenge the status quo, foster innovation, and bring others on the journey. You will be adept at managing complex stakeholder environments, building trust, and influencing across all levels of the organisation. Your technical fluency—particularly in data, digital, and technology—will enable you to connect teams, improve decision-making, and deliver better outcomes. **Te mahi ki ASB | Working for ASB**: In return, you will work for an organisation that places huge importance and focus on its people, where the sky is the limit for development and career opportunities. ASB is committed to fostering a culture that respects your unique contributions and supports your personal and professional growth. We offer a flexible and supportive work environment with industry leading benefits that include Choice options, Health, Life and Income protection insurance plus several leave and banking benefits. **Me pēhea te tono | How to apply**: **_ If this role sounds like it might be the one for you then please click "apply"we'd love to hear from you_** **Job details**: - Reference # - SS161209 - Posted on - 13 Aug 2025 - Location(s) - Auckland - Expertise - Business Banking, Customer Experience, Distribution, IT Applications, IT Infrastructure, IT Management, Leadership, Lending, PACE - Work type(s) - Full Time Application closes on 31 Aug 2025 23:59