Head of Customer Engagement Strategy and Planning

4 days ago

Auckland City, New Zealand BNZ Full time

**He Waka Eke Noa | Creating Great Together**

Our role as Te Pēke o Aotearoa (BNZ) is to help navigate New Zealand towards a better future, this means working in an energising environment built around our customers to help our communities prosper. If you can imagine a better future, let's find a way.

The Customer Engagement unit leads data-driven customer engagement orchestrated across channels. It comprises several specialist teams who work alongside other units of BNZ to design and advance the customer experience. This is a diverse team that has expertise in data analysis, marketing automation, personalisation of communications and decisioning.

**Mō te Tūranga | About the Role**

The purpose of the Head of Customer Engagement Strategy & Planning role is to lead a team to develop and deliver data-driven customer engagement across channels utilising always on Next Best Actions 'NBAs' and Campaigns. This includes leading change in the way BNZ communicates with customers across channels.

This role works closely with the Marketing unit, wider BNZ colleagues and agency partners to size, specify and prioritise Next Best Action and campaign ideas including assessment of data sources and availability.

The Head of Customer Engagement Strategy & Planning will play a key role in driving better customer outcomes and delivering a strong return on marketing and communications investment.

**Ōu Pūkenga | About You**

You will be a high achiever with a proven track record in leading a team and creating high performance culture who will bring excellent communication skills, strong attention to detail and a drive for marketing automation platforms, customer data and data analysis.

Other skills include:

- 10+ years' experience in customer engagement/ 1-1 marketing disciplines.
- Excellent working knowledge of data driven marketing and communications.
- A strong customer service ethic.
- Proven strategic thinking ability.
- Strong networking, stakeholder management and influencing skills.
- Proven track record in leading a team and creating a high-performance culture.

**BNZ Hei Wāhi Mahi | Working at BNZ**

At BNZ, we're passionate about building and sustaining a high-performance culture that motivates our people to deliver exceptional results.

We know that every BNZer is unique, with a wide range of goals, ambitions, and lifestyles, so we offer a wide range of benefits and working styles to suit you.
- ** Oranga | Wellbeing**: Your wellbeing is important to us. When we're at our best, physically and mentally, in and out of work, we can truly create great things together. We're here to support you to be your best with a number of wellbeing initiatives.
- ** Whakatā | Leave**: We all need a bit of time off every now and then. At BNZ we're proud to offer the generous leave options you need and deserve - whether it's for a special occasion, an unexpected event, or an extended vacation.
- ** Raungāwari | Flexibility**: We're big on helping you balance life and work. We offer a range of flexible working options that help you be your best, wherever you're based. Talk to us about how we can make this work for you.

**Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand**

This is an exciting opportunity to join us BNZ is an award winning, forward-thinking, diverse and inclusive organisation with an ambitious change agenda. We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with
- Applications close Sunday 2nd October at 11:55pm._

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