Head of Acer Proposition

21 hours ago

Auckland City, New Zealand BNZ Full time

**Ko mātou tēnei | This is Us**

Here at BNZ, it's about more than just banking. We mahi (work) together in an agile, energising environment to create innovative solutions though our promise 'If you can imagine a better future, let's find a way'.

We have an opportunity for an experienced leader to join our wider Customer, Products and Services business unit as Head of ACER (Acquisition, Customer Experience & Retention) Proposition & Delivery.

**Mō te Tūranga | About the Role**

We spoke with our Executive Manager, Customer Products & Services, and he let us know the following about the tūranga (role):
**What are 5 day to day tasks the person in this role will complete?**
- Lead the development of the end-to-end customer lifecycle journey proposition across every domain in CP&S.
- Coordinate and utilise data to deliver leads from Pega CDH to successfully meet customer needs throughout their lifecycle
- Collaborate with the CP&S domains to support Partnership Banking, C&IB and Markets; working closely to build capability and drive changes in behaviour across the business to improve business performance.
- Lead the development and implementation of regional based customer acquisition and retention strategies for consumer lending, business lending, merchant and payments, everyday banking, kiwisaver, and insurances.
- Own the complaints analysis and insights process to drive improved customer experience and product performance.

**What is the most exciting thing about this opportunity?**

This is a newly created role that will work directly with Partnership Banking, C&IB and Markets to lead the design and delivery of customer acquisition and retention strategies to and drive business performance.

**What attributes will this person display in order to be successful in this role?**

**We are looking for someone with experience in **acquisition and retention and / or customer experience. You will have excellent stakeholder engagement and influencing skills and be able to work with a range of stakeholders to create collaborative working relationships. You will also be a leader with experience in developing individuals to drive performance and outcomes.

**What is the team culture and environment like?**

We are a close knit and supportive team that thrives on finding innovative ways to collaborate and assist both customers and colleagues daily.

**What is your favourite thing about working for BNZ?**

Being surrounded by passionate, driven tāngata (people) who help each other and want to provide great outcomes for our customers. The amazing staff benefits are also a huge pull - flexible working, six weeks' annual leave, subsidised health and life insurance, and a generous parental leave package.

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

**Applications for this vacancy will close Monday 10th July at 11:55pm.

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