Customer Experience Lead

About the role

As the Customer Experience Lead for nib’s inbound International Visitors business unit, you will drive projects, marketing initiatives and business improvements that enhance the OrbitProtect brand and support sales growth. You will work across multiple teams, turning ideas into tangible outcomes that benefit both customers and the business.

Key responsibilities

• Lead and deliver projects, initiatives and business improvements from concept through implementation.
• Manage marketing initiatives, digital activity, events and brand projects that support business growth.
• Identify and implement opportunities to improve the end‑to‑end customer experience.
• Use customer insights, feedback and data to inform decisions and drive better outcomes.
• Collaborate with Operations, IT, Product, Claims, Customer Care, Legal and external partners.
• Support direct‑to‑consumer sales strategies and customer acquisition initiatives.
• Manage operational issues, business challenges and customer impacts, coordinating solutions as required.
• Maintain project plans, budgets, documentation and reporting to ensure successful delivery.

Required profile

• Member‑focused and commercially minded professional.
• Strong stakeholder collaboration skills across diverse functions.
• Ability to translate customer insights and data into actionable improvements.
• Experience delivering projects and marketing initiatives in a fast‑moving environment.

Required skills

What we offer

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