Customer Communications Specialist

About the role

As a Customer Communications Specialist you will own the review, refinement and ongoing management of operational customer communications across the business. You will ensure every message is clear, consistent, aligned to the brand and compliant with regulatory requirements while accurately reflecting operational processes.

Key responsibilities

• Review and improve high volumes of customer‑facing communications.
• Maintain consistency with brand guidelines and regulatory standards.
• Collaborate with marketing, operations, legal, compliance and customer teams to identify simplification and standardisation opportunities.
• Mitigate communication risks and enhance governance frameworks.
• Help embed a centralised, consistent approach to customer communications across all touchpoints.

Required profile

• Strong communicator who can translate complex or regulated information into clear, customer‑friendly language.
• Collaborative, curious and solutions‑focused with a passion for improving organisational communication.
• Proven experience in customer or operational communications, preferably within insurance, financial services or another regulated industry.
• Exceptional writing skills with a focus on clarity, tone and consistency.
• Ability to manage multiple stakeholders and priorities simultaneously.
• Solid understanding of brand, compliance and customer‑experience principles.

Required skills

What we offer

• Free health, life and income protection insurance plus discounts for family members.
• Hybrid work environment – work from home and access to Christchurch or Auckland offices.
• Generous leave policy including 22 days annual leave, cultural leave and 18 weeks fully paid parental leave.
• Short‑term incentive programmes and a supportive, inclusive team culture.