Customer Experience Programme Lead

11 hours ago

Auckland City, New Zealand The New Zealand Automobile Association Inc. Full time

Why join us?

At the AA, we’re on a mission to transform how we deliver services to over 1.1 million Members across Aotearoa. As a household name trusted by Kiwis for over 120 years, we’re proud of our legacy—but even more excited about the future.

What You'll Be Doing | Mō te Tūranga

We’re looking for a Customer Experience (CX) Programme Lead to join our dynamic CX team. This is a high-impact role where you’ll support both strategic and operational initiatives, helping us continuously improve the experience we deliver to our Members.

Bonus: This is the perfect launchpad into future roles like Change Management, Project Delivery, or Transformation. You’ll work at the intersection of data, design, delivery, and strategy—with plenty of exposure to senior leaders and cross-functional work.

About You | Mōu
You will bring a track record in, or strong desire to enter into, programme or project management, especially within a customer experience or process improvement setting. Your ability to collaborate effectively, communicate clearly, and excel in organisational and interpersonal skills will be key to your success in this role.- A tertiary qualification in business, customer experience, project management or a related field- 3+ years’ experience in customer experience, service delivery, project coordination or financial services- Proven experience in project and programme support with strong organisational skills- Working knowledge of continuous improvement or change frameworks- Proficiency with work management tools like Jira, Trello, ServiceNow or Smartsheet- Confidence in analysing and reporting on CX data to guide decision making- A collaborative and curious mindset, with excellent communication skills- Flexibility to travel occasionally across regions

What We Offer | Ngā āhuatanga kei a mātou- Free AA Membership for you and your whānau- NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver- A day off for your birthday- Hybrid working arrangement- Discounted insurance

Ready to lead meaningful change?
If you thrive on driving continuous improvement and delivering exceptional customer experiences, we want to hear from you.

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