Customer Experience Lead

About the role

The Customer Experience Lead will join nib's OrbitProtect business, supporting the CX and Delivery Manager in driving end‑to‑end projects and marketing initiatives. You will map customer journeys, translate business needs into user‑focused designs, and help grow the OrbitProtect brand across New Zealand.

Key responsibilities

• Map and optimise end‑to‑end customer journeys, identifying improvement opportunities.
• Translate business requirements into wireframes, designs and process enhancements.
• Lead user testing, manage issue resolution and maintain project documentation (SharePoint, Jira, Confluence).
• Support change delivery to ensure smooth adoption of new processes and systems.
• Deliver marketing initiatives such as EDMs, digital campaigns and brand activities.
• Partner with stakeholders to align initiatives with sales, customer and brand objectives.
• Coordinate events, campaigns and cross‑functional projects from concept to delivery.
• Manage timelines, budgets and external partners to ensure quality outcomes.

Required profile

• Customer‑first mindset with strong understanding of CX and marketing.
• Proven experience delivering cross‑functional projects from concept through execution.
• Ability to turn insights into actionable improvements that boost satisfaction and loyalty.
• Excellent communication and stakeholder‑management skills.

Required skills

• SharePoint
• Jira
• Confluence

What we offer

• Free health, life and income protection insurance plus family discounts.
• Hybrid work environment – split between home and Auckland office.
• Generous leave policy: 22 days annual, cultural leave, 18 weeks fully paid parental leave.
• Supportive team with opportunities for career development.
• Short‑term incentive programmes.