Customer Experience Lead

23 hours ago

Auckland City, New Zealand ASB Bank Full time

**Customer Experience Lead - CRM - Customer Tribe**

**Mō Mātou | About us**:
At ASB, progress means helping New Zealanders, communities, and our environment thrive. We're a purpose-led organisation with a proud history and a clear vision to help Kiwis get one step ahead. Our values—caring, integrity, courage, passion, and unity—guide everything we do. We celebrate diversity and support each other to make a real difference.

As one of Aotearoa's most trusted banking partners, we offer the stability of a large organisation with a culture that recognises your individuality. Your ideas, growth, and contribution matter here.

**Mō te Tūranga | About the role**

ASB is embarking on a major transformation to replace our core Customer platform. This is a senior, high-visibility role with strong support from the Board and leadership, and genuine excitement for what's ahead.

As Customer Experience Lead, you'll guide Customer Experience Owners and their squads to migrate from our legacy platform. You'll work with the latest technologies, lead through challenges, and help shape ASB's future. This project will touch most areas of ASB and drive change across many customer touchpoints.

Key responsibilities include:

- Champion a customer-first focus in everything we do
- Bring teams together to ensure successful delivery
- Engage stakeholders, seek feedback, and educate on what's possible
- Turn ambiguity into clear plans and actions
- Define and communicate a compelling vision
- Lead planning and manage dependencies across squads
- Drive prioritisation, innovation, and value measurement
- Collaborate with leadership to align efforts and outcomes

**Ō Pūkenga | About you**

You're a strategic thinker with proven execution experience with a passion for creating exceptional customer experiences. You bring courage, clarity, and collaboration to everything you do, and you're confident challenging the status quo to drive meaningful change.

We're looking for someone who:

- Communicates with impact and clarity.
- Builds strong relationships across teams and stakeholders.
- Thinks analytically and acts with purpose.
- Champions innovation and continuous improvement.
- Leads with empathy, curiosity, and a customer-first mindset.

**Te mahi ki ASB | Working for ASB**

ASB's sense of who we are and what we stand for is grounded in our values. They guide our business in our day-to-day interactions with our team, customers and community. They are what makes ASB — ASB.
- ** Career Growth**: Access to learning and development through training sessions, courses, and internal opportunities
- ** Inclusive Culture**: Join values-led teams that celebrate diversity and support employee-led communities
- ** Health & Wellbeing**: Southern Cross Wellbeing One health insurance, lifestyle and volunteering leave, and mental wellbeing support
- ** Meaningful Benefits**: Enjoy discounted banking, insurance, and a generous parental leave top-up
- ** Impactful Work**: Be part of a purpose-led organisation that makes a difference for New Zealanders

**Job details**:

- Reference #
- JN162099
- Posted on
- 26 Sep 2025
- Location(s)
- Auckland
- Expertise
- Engineering, IT Management, Product Management
- Work type(s)
- Full Time
- no document

Application closes on 12 Oct 2025 23:59

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