Customer Experience Programme Lead

2 weeks ago

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

**Customer Experience Programme Lead**:

- **Reference**: 35670
- **Posted on**: 04 Sep 2024
- **Closes on**: 18 Sep 2024 15:45
- **Locations**: Auckland - Central
- **Job level**: Experienced (3 - 7 years)
- **Work type**: Full-time
- **Additional info**: CX Programme Lead_2024.pdf

**What You'll Be Doing | Mō te Tūranga**

The Customer Experience (CX) Programme Lead plays a pivotal role in driving and supporting the CX division's strategic and operational initiatives. This role involves managing the CX Continuous Improvement framework, overseeing processes and backlog, and ensuring the tools and systems that support these functions are effective and up-to-date.

Your day to day responsibilities will include:

- Coordinating with key CX stakeholders to monitor multiple projects, ensuring timely delivery and high-quality outcomes.
- Maintaining and supporting prioritization practices to develop a CX backlog of improvement opportunities.
- Collaborating closely with stakeholders to identify and define requirements, ensuring alignment with business objectives.
- Establishing and monitoring key performance indicators (KPIs) to evaluate the success of CX initiatives and drive ongoing improvements.
- Conducting regular programme reviews and assessments, making data-driven decisions to optimize results.

**About You | Mōu**

You will bring a strong track record in programme or project management, especially within customer experience or process improvement settings. Your ability to collaborate effectively, communicate clearly, and excel in organisational and interpersonal skills will be key to your success in this role.
- At least 5+ years' experience working in financial services (insurances preferred) or frontline service delivery companies.
- Expertise in developing project plans, timelines, and schedules, ensuring alignment with overall programme objectives.
- Proficiency in using project, programme, or visual work management software to track tasks, milestones, deliverables, and processes.
- An understanding of continuous improvement methodologies and practices.
- Experience in tracking and reporting on customer experience metrics and key performance indicators.

**Working with the AA | Me mahi tahi tatou ki AA**

For over 120 years we've been helping Kiwis on their adventures Today, we're one of New Zealand's most respected and trusted brands.

From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.

Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.

Come join us and take your career on its next adventure

**Applications close 18th September 2024.**

**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

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.

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