Customer Experience Designer

About the role

We are looking for a Customer Experience Designer to join Tower, a Kiwi‑owned insurer, on a 12‑month fixed‑term contract. Reporting to the Head of Customer & Retention, you will help create simple, rewarding experiences for our customers and communities.

Key responsibilities

• Support discovery, design and improvement of customer journeys, service touchpoints and key moments that drive renewals, retention and satisfaction.
• Collaborate with the Service Design Lead to translate data, feedback and AI insights into practical, customer‑focused experiences.
• Maintain and evolve journey maps, service blueprints and experience standards across digital and assisted channels.
• Identify friction points using research and data, and develop solutions that simplify complex processes and reduce customer effort.
• Partner with delivery teams to move ideas from discovery through implementation, ensuring solutions are prioritized and deliver value.

Required profile

• 5‑10+ years of experience in customer experience design, service design or human‑centred design.
• Proven track record designing end‑to‑end journeys across digital and contact‑centre channels.
• Experience in insurance, financial services or other regulated environments is a plus.
• Strong ability to frame problems, conduct discovery and generate actionable recommendations.

Required skills

• Proficiency with design tools such as Figma.
• Experience using white‑boarding tools like Lucidspark (or similar).
• Competence in presentation software for communicating design artefacts.