Head of Client Experience

About the role

In this role you will lead the design and delivery of strategies that keep our SME and commercial clients engaged, reduce churn and build long‑term relationships. You will work closely with retail leaders, client managers and product teams to identify at‑risk clients, strengthen the client lifecycle and use data‑driven insights to continuously improve the client experience.

Key responsibilities

• Identify at‑risk clients early and enable proactive retention interventions.
• Strengthen the end‑to‑end client lifecycle from onboarding through renewal and, where necessary, off‑boarding.
• Use data, insights and client feedback to continuously improve retention approaches and overall client experience.
• Design and govern enterprise‑wide retention frameworks that safeguard key client relationships.
• Partner with retail leadership and account management to identify churn risk and support timely, targeted interventions.
• Lead structured off‑boarding programmes and conduct root‑cause analysis to turn exit insights into future retention strategies.
• Utilise executive‑level dashboards and client health metrics to surface early risk indicators and inform decision‑making.
• Communicate retention performance, risks and initiatives clearly to key collaborators.
• Identify market trends and client risks, converting them into actionable retention and growth strategies.
• Collaborate with client managers to develop and implement tailored retention plans aligned with business objectives.

Required profile

• Significant experience in business development, growth, account management or a related B2B role, preferably within SME or commercial environments.
• Proven track record of engaging and retaining clients.
• Experience working cross‑functionally with sales, product, marketing and operations to deliver seamless client experiences.
• Hands‑on experience managing the full client lifecycle (onboarding, engagement, renewal, off‑boarding).
• Experience conducting client interviews, exit surveys and root‑cause analysis to understand drivers of churn.
• Background in fast‑paced, growth‑focused environments where adaptability and continuous improvement are essential.
• Strong understanding of New Zealand insurance legislation, regulatory frameworks and compliance obligations.
• Commercially savvy and genuinely client‑focused, comfortable influencing senior leaders.

Required skills