Customer Experience Improvement Lead

About the role

As the Customer Experience Improvement Lead, you will help nib become a truly customer‑centric, digitally enabled organisation. This six‑month full‑time fixed‑term position focuses on elevating the end‑to‑end experience for members, healthcare providers, group clients and advisers.

Key responsibilities

• Drive improvements in customer advocacy, measured by Net Promoter Score (NPS) and satisfaction surveys.
• Lead process re‑engineering initiatives to boost team productivity and reduce failure demand.
• Strengthen the complaints management framework to ensure faster, fairer, and consistent resolutions.
• Translate data‑driven insights into targeted improvement projects that enhance operational efficiency.
• Collaborate across cross‑functional teams to deliver omni‑channel digital enhancements.

Required profile

• Proven experience delivering digital and customer‑experience improvements in a cross‑functional environment.
• Hands‑on background implementing change in omni‑channel settings and using feedback to raise NPS.
• Ability to map end‑to‑end journeys and turn survey insights into actionable outcomes.
• Strong verbal and written communication skills with the capacity to influence senior stakeholders.
• Experience in the health or insurance sector is highly desirable.

Required skills

• Analytical, project and product management capabilities.
• Understanding of how to interpret business needs and translate them into operational requirements.

What we offer

• Free health, life and income protection insurance for you and discounts for family members.
• Hybrid work environment – split between home and our Auckland office.
• Supportive, diverse and inclusive team focused on professional development.